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Won Choi

AMA: Intercom Director, Sales Operations, Won Choi on Scaling a Revenue Ops Team

November 17 @ 10:00AM PST
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Intercom Director, Sales Operations, Won Choi on Scaling a Revenue Ops Team
Top Questions
What is an important KPI that you see revenue operations teams completely missing?
Won Choi
Won Choi
Klaviyo Senior Director Sales Operations • November 18
Most of the time, you can find rev ops teams being the busiest teams. There is usually no downtime as in sales; there is a quarterly cycle, and planning happens every six months (or a year). As leading a rev ops team, I value the two metrics below that some teams tend to deprioritize. * % of ti......Read More
2858 Views
2 requests
What do the best revenue operations candidates have in common, as a hiring manager?
Won Choi
Won Choi
Klaviyo Senior Director Sales Operations • November 18
Common traits are resilience, collaboration, and the ability to communicate effectively. I am sure these can apply to other roles as well. Also, I see all these as learnable skills that can come with practice and experience. * Resilience: Rev Ops is a job where there is never a dull day. Priori......Read More
2864 Views
2 requests
How would you recommend dividing workload in the short-term if your revenue operations team has only one or two people responsible for covering multiple products with complex features, so as best to support long-term growth and expansion of the team?
Won Choi
Won Choi
Klaviyo Senior Director Sales Operations • November 18
When there are only one or two team members, I would have the team focus on mission-critical projects only. The three main areas would be 1: Sales process & forecasting, 2. Define and measure KPIs, 3. Sales Compensation design. Initially, individuals will cover broader responsibilities but will n......Read More
3216 Views
4 requests
What's your framework to prioritizing needs/deliverables when you're the first revenue operations manager at a company establishing the function?
Won Choi
Won Choi
Klaviyo Senior Director Sales Operations • November 18
I view projects and priorities as "Big Rocks" and "Small Projects." The big rocks are foundational work streams for the business and will help drive the business forward. The small projects are also important but will be more of a "one and done" type of work. Big rocks should have one driver, and......Read More
4806 Views
3 requests
What does your revenue operations team org structure look like?
Won Choi
Won Choi
Klaviyo Senior Director Sales Operations • November 18
The sales ops team is organized by a "Global" team and a "Regional" team. We have three global teams: 1. sales strategy & planning, 2. sales analytics & insights, and 3. sales process & tools. There are two teams within the regional team covering EMEA, NAMER, and APAC. I'll go into more detail on......Read More
3843 Views
3 requests