Revenue Operations Director – Account Management Job Horsham area,Pennsylvania USA,Business

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!

Job Requirements

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 Horsham, 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…