Director, Revenue Process Strategy & Systems

Essential Duties and Responsibilities

• Designs, documents, and continuously improves end-to-end sales processes, from lead intake through close and handoff to service delivery.
• Leverages AI-driven insights (e.g., pipeline analysis, deal velocity trends, win/loss signals) to inform process design and prioritization.
• Ensures sales processes align with MSP offerings, including managed services, renewals, and lifecycle expansions.
• Utilizes AI-assisted analysis to identify inefficiencies, bottlenecks, and leakage points in the sales funnel.
• Defines standardized sales stages, exit criteria, and forecasting practices supported by data and predictive indicators.
• Pairs with Sales leadership to test, validate, and refine processes using data-backed experimentation and continuous improvement.

Commercial Process Architecture

• Leads the design and governance of core commercial workflows.
• Establishes and maintains process standards, documentation, and audit protocols to ensure consistency and accountability across teams and regions.
• Collaborates with Sales, IT Solutions Architecture, Sales Enablement and Account Management to embed best practices that improve pipeline quality, win rates, and customer retention.
• Develops and manages a Commercial Process Playbook that aligns daily execution with enterprise-level GTM strategy.

Sales Systems Stewardship and Support

• Serves as the primary business owner and strategic administrator of the CRM and sales platforms (e.g., HubSpot, Salesforce, or similar).
• Ensures seamless integration between CRM, quoting, proposals, contract management, and downstream service systems.
• Leads onboarding and ongoing training of the Sales organization related to sales systems, processes, and AI capabilities.
• Acts as an escalation point for sales system issues and drives continuous improvement in usability and adoption.
• Plays a key role in enabling new products and services into the CRM systems, including defining the business requirements for how these products need to manifest themselves across these systems, performing user acceptance testing (UAT) and writing Standard Operating Procedures (SOP's) for the how the Sales organization needs to quote and order these services.

Innovation & AI Enablement

• Evaluates and works with IT to implement emerging AI and automation technologies to enhance productivity, accuracy, and decision-making.
• PARTNERS WITH IT, DATA, BI, AND ENABLEMENT TEAMS TO PILOT AI-DRIVEN SOLUTIONS SUCH AS FORECASTING, OPPORTUNITY SCORING, AND WORKFLOW OPTIMIZATION.
• Fosters a culture of innovation through experimentation with new tools and technologies that anticipate market shifts and drive continuous improvement.

Performance Insights & Enablement

• Defines and tracks key process KPIs (e.g., funnel health, sales velocity, conversion, renewal rates) in partnership with BI to measure GTM effectiveness.
• Leverages data-driven insights to inform process improvements and strategic decisions.
• Collaborates with Finance and BI to enhance visibility into commercial performance and identify leading indicators of growth.
• Works with Sales Enablement to design and deliver training and communication plans that support adoption of new processes and tools.

Change Leadership & Cross-Functional Collaboration

• Facilitates workshops and design sessions to align stakeholders and co-create process improvements.
• Acts as a strategic liaison across Sales, Product, Marketing, IT, Finance, and Operations to ensure GTM alignment and operational scalability.
• Promotes a culture of operational excellence, transparency, and accountability, ensuring all process enhancements are tied to business strategy and customer value.