May 12 2023
Talking With Top Stakeholders - Chris Glen - RevOps Rockstars - Episode #25
Protecting revenue for a company is a delicate balancing act between getting new customers, serving existing customers, and handling operations work. This week’s guest is here to help make that balance easier. With over 9 years of experience in Business Systems he has built and led teams across a variety of departments. Joining the show this week is Head of Business Systems and Data Team at Invicti Security, Chris Glen! Chris sits down with hosts David Carnes and Jarin Chu to help teams revamp their change management strategies, strengthen relationships with company investors, and find their balance.
One of the most important things with major projects in RevOps is to get stakeholders involved from the start. You need someone who is in the trenches, and who can credibly defend the reasons for doing the project to leadership.
For many companies, their systems teams often align closely with IT teams. For Invicti, their systems teams roll up into RevOps. For Chris, this means managing a team of generalists who cover data, business systems, revenue systems, and finance systems.
Utilizing automation for CS Ops can offer many advantages, but getting started can be confusing. Start is with your communication channels. Automation tools allow you to quickly customize outreach, allowing you to more frequently contact customers.
When balancing in house and outsourced work, Chris considers the timeline of a project. Day-to-day fixes and projects under 2 weeks are perfect for internal teams. As projects approach longer timelines, those are ideal for outsourced help.
While you may want to focus on 2 or 3 long term projects that are most valuable for the company, you need to find a balance. If you’re too narrowed in, you won't be able to focus on compliance, preventing tech debt, efficiency gains, and operational gains.
When implementing new processes or changing systems, your work’s not done after implementation. Change management is people management, and you’ll need to continually work with people to keep them utilizing the system effectively.
Your investors are a valuable operations asset. Operating partners work with numerous companies, and can quickly distill what works, and what doesn’t. As an additional layer of help, their operating teams may even have analysts to assist you.
Quote of the Show:
“For me, success is more about the journey than it is about the destination.” - Chris Glen
Maggie Astolfi: https://www.linkedin.com/in/maggieastolfi/
Ways to Tune In:
Amazon Music - https://music.amazon.com/podcasts/08a4b302-d25e-4b7b-a11a-60e9b51df083/revops-rockstars
Apple Podcast - https://podcasts.apple.com/us/podcast/revops-rockstars/id1654084702
Spotify - https://open.spotify.com/show/6ynGAP60cktaDs1Cb6Chxh
YouTube - https://youtu.be/oJ7ATUJ4GAQ