Enhancing the Customer Journey Through RevOps with Sid Kumar of Hubspot

This episode features an interview with Sid Kumar, Senior Vice President of Revenue Operations at Hubspot. 

In this episode, Sid provides insights into Hubspot's RevOps approach. Leveraging his vast expertise, he discusses how RevOps can assist businesses in understanding and improving each stage of the customer journey.

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.

About Hubspot:

HubSpot is a leading CRM platform that provides software and support to help businesses grow better. Their platform includes marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. Today, thousands of customers around the world use Hubspot’s powerful and easy-to-use tools and integrations to attract, engage, and delight customers.

According to Sid:

“RevOps 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? RevOps can define the buyer’s journey process to get buy-in across your different teams.”

“RevOps 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. RevOps can help you course-correct. How do you get real-time action on those different areas?”

“I think RevOps 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.”

Episode Timestamps:

*(00:48) - Sid’s role at Hubspot

*(02:37) - Traditional CX, service, sales vs. RevOps combo

*(04:56) - HubSpot's current situation and operational elevation plan

*(09:44) - Building a consolidated demand framework

*(14:39) - Managing the integration of strategy with operational execution

*(22:25) - Advice for Revenue Leaders

*(26:20) - Signs indicating a transition to RevOps is needed

*(34:08) - Last advice for businesses looking to transform their RevOps

Our Sponsors:

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relatio