Enhancing the Customer Journey Through RevOps with Sid Kumar, SVP at HubSpot

You're no stranger to navigating through the intricate landscape of customer experience, sales, and service. But what if there's a game-changer that merges these elements into a seamless powerhouse?  

Enter revenue operations, the ultimate combo that can elevate your business to unprecedented heights.

In this inaugural episode of Revenue Reinvention with Accenture, the show’s host, Phil Dillard, sits down with Sid Kumar, the Senior Vice President of Revenue Operations at Hubspot. Sid shares the secrets behind Hubspot's remarkable rev ops approach and how it can transform our understanding of the customer journey.

Listen now to hear:

• Advantages to the rev ops combo vs. the traditional CX-service-sales approach (02:37)  
• HubSpot's current situation and operational elevation plan (04:56)  
• How to build a consolidated demand framework (09:44)
• Steps for managing the integration of strategy with operational execution (14:39) -  
• Advice for revenue leaders (22:25)
• Signals to look for indicating a transition to rev ops is needed (26:20)  

Guest quotes

Sid on the strategic role of Revenue Operations: “Rev ops can play a strong role in defining what the buyer's journey looks like. What are the North Star outcomes at each of the different phases?  How are you going to measure leading and lagging indicators to different outcomes? Rev ops can define the buyer’s journey process to get buy-in across your different teams.”  

Sid on creating an accountable operating system: “Rev ops is thinking about the operating system that drives accountability, insights, and supports real time visibility into performance that allows you to see if you are on track. Rev ops can help you course-correct. How do you get real-time action on those different areas?”  

Sid on using revenue operations for synergy: “I think rev ops plays a really big role in terms of not just driving accountability, but bringing together the data, systems, and clarity across these different stages to help your GTM operating system come together.”  

Links and resources

• Connect with Phil Dillard & Sid Kumar on LinkedIn.  
• Check out this episode on our YouTube channel.
• You can find the transcript for this episode here.

About Sid

Sid Kumar is SVP of Revenue Operations at HubSpot, where he leads worldwide go-to-market strategy and operations for the Flywheel organization across Marketing, Sales and Customer Success. Previously, Sid was Head of Field Sales Operations at Amazon Web Services (AWS), where he was COO of Sales for Americas and led the global launch of AWS’s Cloud Sales Centers. Sid is an industry thought leader who has been featured in numerous books as a subject matter expert on high velocity go-to-market models. He has a BA in Economics from Yale and an MBA in Strategic Management from The Wharton School.