sugarcrm - SugarAI - Director, Revenue Operations

• Functional Leadership • Lead core Revenue Operations functions across Sales Operations, Client Success Operations, and Deal Desk. • Manage, coach, and develop a small but high-impact team, creating clarity around priorities, roles, service levels, and expected outcomes. • Partner with the VP, Revenue Operations to translate company strategy into scalable operational plans and team execution. • Build a culture of accountability, operational rigor, continuous improvement, and strong internal partnership. • Process Standardization and Automation • Lead the design, standardization, documentation, and continuous improvement of core go-to-market processes across the lead-to-close, order-to-book, and customer lifecycle management motions. • Identify manual, inconsistent, and low-value workflows across Sales Ops, CS Ops, and Deal Desk, and implement automation to improve efficiency, accuracy, compliance, and user experience. • Establish scalable business rules, governance frameworks, and operating procedures that drive consistency across teams, functions, and geographies. • Partner with business stakeholders and systems teams to translate requirements into durable process improvements and automated solutions. • Sales Operations • Optimize end-to-end sales processes to improve productivity, pipeline management, forecasting discipline, and rep execution. • Lead territory design, segmentation, and coverage planning across geographies, segments, and verticals. • Support quota operations, account assignment governance, account holdovers, certification tracking, and operational reporting. • Improve pipeline hygiene, forecasting accuracy, and reporting consistency through better process design, controls, and dashboards. • Client Success Operations • Support the operational infrastructure for customer lifecycle management, including renewals, expansion support, customer segmentation, success workflows, and performance visibility. • Standardize core Client Success processes, stage definitions, handoffs, and success metrics to improve consistency and scalability. • Partner with Client Success leadership to improve operational visibility into book of business, retention risk, renewal readiness, and expansion opportunity management. • Deal Desk and Policy Governance • Oversee Deal Desk operations to ensure efficient management of approvals, pricing, discounting, exception handling, and policy adherence. • Implement controls and approval frameworks that balance governance, speed, and flexibility for complex commercial scenarios. • Partner with Sales and Finance leadership to align bookings rules, approval policies, commercial processes, and reporting standards. • Forecasting, Reporting, and Revenue Insights • Deliver accurate, timely dashboards, executive reporting, and actionable insights across sales performance, customer retention, forecast risk, conversion trends, and productivity. • Build and improve reporting frameworks that support data-driven decision-making across Sales, Client Success, and executive leadership. • Provide scenario modeling and analysis to support strategic planning, headcount decisions, and growth initiatives. • Data and Systems Management • Own data quality standards and governance across CRM, BI, and related revenue systems. • Ensure clean, structured, and reliable data to support forecasting, reporting, segmentation, renewals, and operational execution. • Oversee system hygiene, user management, troubleshooting, and process compliance across revenue tools. • Maintain alignment between process design and system configuration to ensure tools reinforce standardized ways of working. • Tool and Platform Optimization • Evaluate, optimize, and scale the GTM technology stack across Sales, Client Success, and Deal Desk workflows. • Recommend and implement enhancements, integrations, and automation that improve cross-functional efficiency and visibility. • Simplify the systems landscape where possible, reduce redundant manual work, and improve adoption of core platforms. • Drive tool and platform decisions with a focus on scalability, standardization, automation, and business impact. • Cross-Functional Collaboration • Serve as a strategic liaison across Sales, Client Success, Finance, Marketing, Product, and Systems teams. • Align stakeholders around shared definitions, workflows, service models, metrics, and operational priorities. • Lead cross-functional initiatives that improve execution across the revenue engine and customer lifecycle. • 7+ years of experience in Revenue Operations, Sales Operations, Client Success Operations, Deal Desk, or related go-to-market operations roles, with 2+ years in a leadership role. • Proven experience leading and developing high-performing operations teams across multiple functional areas. • Proven success standardizing and automating tools, workflows, and business processes in a SaaS environment. • Strong experience improving CRM, revenue systems, and operational processes to drive scale, consistency, and productivity. • Demonstrated success supporting sales process optimization, forecasting, territory design, customer lifecycle operations, and commercial governance. • Strong analytical skills, with proficiency in Excel, SQL, or similar data tools. • Experience building dashboards, KPIs, reporting frameworks, and executive insights. • Exceptional cross-functional communication, stakeholder management, and change leadership skills. • High attention to detail with the ability to manage multiple priorities in a fast-paced, evolving environment.