Revenue Operations Director - Account Management (Onsite role)
Sales & Business Development, Operations
Horsham, PA, USA
Job Description
Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,800 employees. As an Applied AI HR tech organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
About the Role
The Revenue Operations Director – Account Management reports directly to the Senior Director of Revenue Operations and plays a pivotal role in shaping and driving our go-to-market (GTM) organization and the ongoing evolution of the revenue operations function. This is a hands-on leadership position requiring a blend of deep analytical rigor and practical revenue operations experience in fast-paced software companies. The Director owns the strategy and analytics for account management and customer retention across the organization — spanning long-range segmentation and retention strategy down to the operational rhythm of reporting, forecasting, and quota administration — and partners closely with the cross-functional operations team to drive execution of the overall strategy.
(If based within 50 miles of Ambler, PA, this would be 5 days/week on-site.)
What You'll Do
Account Management Systems & Processes
- Partner with the Director, GTM Systems & Tools to translate account management business needs into system requirements, and provide business-side sign-off on implementation, testing, and stability of the account management tech stack
- Identify and prioritize account management process gaps and system needs, and bring them to GTM Systems & Tools for build
- Own the reporting standards, metric definitions, and documentation framework used across the AM organization
- Own resolution of business-logic and data-quality issues (e.g., incorrect segmentation, broken reporting definitions); partner with GTM Systems & Tools on underlying system or platform fixes
- Identify opportunities for AI-powered automation to improve efficiency across account management workflows, and partner with GTM Systems & Tools on evaluation and implementation
Go-to-Market (GTM) Strategy & Segmentation
- Lead customer segmentation based on product usage, spend levels, growth potential for expansion and upsell, and related factors
- Build account coverage and sales capacity models models with scenarios for revenue targets, team capacity, and productivity
- Design balanced account territories and assignments aligned with segmentation and budget
- Partner with Marketing, Product, and Customer Value to shape and execute go-to-market strategy for post-sales expansion, including upsell, cross-sell, and renewal motions
- Ensure segmentation and account targeting used in expansion campaigns and lifecycle programs stays consistent with AM's account coverage and segmentation strategy
- Provide account-level data and insight to inform campaign targeting, messaging, and lifecycle programs built by cross-functional teams
Account Management Reporting & Analytics
- Design and implement operational cadence in partnership with the Sr. Director, Revenue Operations and SVP, Account Management; including hosting forecast calls with sales leaders and finance leadership, running pipeline reviews, and driving renewal and retention forecasts
- Design and implement processes for account reviews, QBRs, and executive business reviews
- Build KPIs and reporting to assess account team productivity and customer health
- Consolidate and analyze customer data from multiple sources to identify risks and opportunities
- Own design and administration of the quota structure and incentive/commission framework for the AM organization, in partnership with the VP of Revenue Operations and Finance, including quota loading and attainment tracking
- Lead ad hoc analyses to inform leadership decisions and strategic initiatives
Strategic Alignment & Enablement
- Partner with Global Revenue Enablement to ensure AM-facing initiatives (segmentation changes, retention program rollouts, quota/territory updates) are translated into training, playbooks, and adoption plans
- Align AM operational priorities and initiative sequencing to the annual operating plan (AOP), working with Global Revenue Enablement to keep rollout timing and messaging consistent with broader GTM enablement cadence
What You've Done
- 5+ years of experience in a revenue operations capacity
- Strong working knowledge of Salesforce and related software (e.g., Gong, Minoa, etc.) as a power user; experience partnering with a systems/technical team to translate business needs into requirements
- Proven track record of driving revenue growth through operational efficiency, data-driven decision-making, and strategic planning
- Advanced MS Excel level; strong proficiency with Google Sheets a plus
- Impeccable analytical skills and high attention to detail
- Bachelor's degree and/or equivalent related experience
- Experience designing and administering quota, territory, or incentive/commission structures
- Comfort owning both long-range strategic design and hands-on execution — this role spans from process design to day-to-day data work, especially before additional team members are hired
- Experienced collaborator across multiple business functions; familiarity and confidence interacting with and presenting to senior management
- Curiosity about applying AI and automation tools to operations workflows — prior hands-on use is a plus but not required
Salary
- Expected salary range $150,000 - $165,000
Benefits
We want you to be your best self and pursue your passions!
- Health and wellness benefits/programs to support holistic employee health
- Flexible hours and working schedules, as well as parental leave for new parents
- Generous vacation policies & holiday time off
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every location for all Phenoms!
Diversity, Equity & Inclusion
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.
We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!
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