The Mindset for the Most Effective Rev Ops Teams with Sean Lane and Laura Adint

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Hello everyone, welcome to another episode of OpsCast brought to you by MarketingOpscom, powered by all those smoke pros out there.
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I am your host, michael Hartman, joined today by just one of the three amigos.
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Mike Rizzo.
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Still recovering, as we know, from our last.
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Yeah, but also getting ready for Mopspalooza 2025, which Actively in planning mode.
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Yeah, so if you're listening to this in late 2024 is are there still early bird pricing on tickets for 2025, or is that done?
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it's a good question, yeah by the time this comes out yeah, the super early bird will be done on the 22nd of november, but the early bird rates are available for quite some time, so take advantage of it, folks yeah, all right, so that by the time this gets out, uh, it will be past that super early bird, but that's all right, all right.
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So joining us today are Sean Lane and Laura Adint, co -authors of the book, the Revenue Operations Manual.
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Sean is currently a founding partner at Beacon GTM.
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Prior to founding Beacon GTM, sean held several operations leadership roles at Drift, including both field operations and sales operations, among others.
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Prior to that, he worked at UpServe, starting as a customer success manager and rising to director of revenue operations and a bunch of stuff in between.
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Laura is currently in operations at a financial services firm.
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Prior to that, laura served as vice president of field operations and sales development at Drift.
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President of Field Operations and Sales Development at Drift.
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Prior to Drift, laura held several leadership roles in sales strategy and operations within companies such as Sugar, crm and Xilinx, among others.
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She has also been in operations-focused consulting roles and had roles in finance and audit.
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So it's near and dear to my heart.
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I'm a fan of finance.
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So, laura, sean, thank you for joining us today.
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Thanks for having us.
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Thanks for having us, thanks for having us Excited to be here.
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Yeah, all right.
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Well, it's sugar CRM call out.
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By the way, I was like, oh yeah, okay, sugar, here we go.
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That's awesome, my first ever project.
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Laura for, for for like anybody was.
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I went to this company we now refer it as sass.
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At the time it wasn't referred to sass.
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Um, they were on salesforce re-bootstrapping their business I mean borrowing money from their homes to keep it alive, right?
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I learned this years later and I was like we're paying a lot of money for this crm, let's move to something cheaper.
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And they're like all for it.
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And so I went and migrated us to sugar and everybody kind of like scoffed at me like five years later you did what?
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And I was like no, it worked really well, it was fine.
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So anyway, that's my short story I bet it was cheaper.
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It was it was did it still have the lead object.
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That's like all I care about, like that's.
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I didn't have the lead object.
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It's a winner I was using the totally like bespoke version.
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That wasn't like uh, you know, we installed it on our own server, so basically it was like whatever, I wanted it to be nice, oh yeah yeah, server based stuff crazy, yeah, yeah, all right, well, let's, let's get into it.
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um, now that we've plugged Sugar CRM, we'll send an invoice, okay.
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So the two of you I mentioned right recently co-authored and published the book the Revenue Operations Manual, which I have not finished but have started.
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Good stuff.
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What was the genesis for that book and what was that process like?
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And, laura, maybe you can take the first shot at that.
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Yeah, so Sean and I used to work together at Drift.
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I was Sean's boss and then I was actually leaving and as I was leaving, sean and I had this conversation.
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He's like, so what next?
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And I said, well, I have this idea for a book and I'm not real sure, and he's like, well, let's stay in touch, let's keep talking about this.
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And so it was about a year later, I think, and we started the conversations again and we sort of came together and put together all the stuff that we always wanted to see and all the things that we like to read out of books, and well, managed it on a spreadsheet, as good operators would, of course.
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You can never escape the spreadsheet Sean still has a spreadsheet somewhere, I'm sure.
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Oh yeah, oh, we both do.
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I still reference it as much as we possibly can, but it was a really good guide for us.
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It kept us on task and once we went from hey, this is kind of a cool idea to like, we've officially signed on with a publisher and we have a hard deadline it became a pretty critical tool to keep us on track.
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Yeah, I can only imagine.
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Yeah, I'm always.
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I mean, I did a little piece for Mike in the community.
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That was, I don't know what 15 pages of something like more of a white paper, and like I can't imagine doing a whole book right Just to this.
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The staying on task was actually really hard, way, way harder than I expected.
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So I can't imagine like, cause your book is it's definitely words, it's no joke it's not, that's significant, that's significant 80,000 words?
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Wow, Is that, is that how they?
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Is that how they uh like contract?
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You is like by like a word count, or is it?
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there was a minimum guidelines.
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Yeah.
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Okay.
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And then I think we kind of naturally to laura's point when we started to figure out what the topics were that we wanted to make sure we covered.
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That's how we then started to actually like bring some structure to the book.
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You know, there were a few things that were important to us.
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One was we wanted to make sure it was something that incorporated other voices besides our own, like we are not vain enough to think that we have all the answers.
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So there's interviews with more than 50 different operators included in the book, from a whole bunch of different industries.
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Another thing that was really important to us was we wanted it to be a practical guide for people to actually use in their day-to-day work, and there's plenty of business books where you can read the first chapter and you've basically got the entire book in terms of content, and everything else is just kind of reinforcing the same points over and over again, and we did not want to be that.
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So that was really important to us.
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And I think, to a large extent, we fulfilled those goals.
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Sorry, sean, that's okay.
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I just wanted to say thank you for for acknowledging that because, like I love that you wrote a book this way and I love that our listeners get to hear a little bit of this behind the scenes from you to know what they might get from it.
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Um, because I have read so many books that I got like I don't know, maybe halfway through and I and I went, I get it and I put it down Right.
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So that really didn't want that yeah.
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And then the other thing that bugged us a lot about a lot of the books is that it's always about the things that went well it's.
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It's always about like everything's smooth.
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Well, the reality is like.
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That's also not what you learn most from Right.
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So we have a section in the book, like throughout the book, called confession corners.
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Nice, where it's the things that didn't go well.
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Now we anonymized it so that it could create a safe space.
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But, like those things that don't go well a lot of times, that's what you learn in our like, hard-earned lessons, so why not learn from others?
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So back to making sure that we um, it's not just the two of our voices, it's over 50 operators for both the things that went well and the things that maybe didn't go so well.
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Yeah, I love that, love it, um, and I've already hit some of those and it's definitely it brings it to life, right, and I think that's really helpful.
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Okay, so, before we get too far, because I think the term revenue operations is out there, used in your book.
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You referenced it.
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It was like whether it's supposed to be one of the top growing roles in the near future at the time when you were doing it.
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But I think there's still a lot of inconsistency on what I say, it versus somebody else says it versus what you say, right, we all have different ideas on it.
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So, sean, maybe you want to take a shot at like, when you say revenue operations, how are you defining that?
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Yeah.
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So, first of all, I think it's hard to define, and the reason why there's such a variety in what you're seeing, michael, in the market is because it's an inherently cross-functional role, right, and so because it's working across so many different parts of the business, it means different things to different people.
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It's actually been really fun, as we've been going through this book process, of articulating what RevOps is to people who have never heard it before.
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Right, like then, that's a really interesting conversation to have where they have no context.
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But I think the thing that Laura and I found in the folks that we talked to and in kind of planting our own flag in writing the book, is we wanted to make sure that our definition of RevOps focused on outcomes.
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Right, a lot of people talk about kind of like, the traits of RevOps.
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Like they're like oh, it's cross-functional, oh, it makes my reporting better, oh, you know, I get a unique view of the customer journey, and then that's usually where the definition stops and that's fine.
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Those are good benefits.
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But what we really want to make sure is that this is a team that is driving business outcomes, and so the way we think about actually defining revenue operations is we believe that RevOps transforms siloed, unpredictable businesses into high achieving, predictable and scalable revenue machines, and so high achieving, predictable and scalable are kind of the descriptors of that outcome, and we spent a lot of time in the book talking about how to make that happen.
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But that's kind of where we plant our flag on how we define RevOps.
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That makes sense.
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So I mean I know, like even for my own certification, occasionally I see, well, let's say job postings to save revenue operations, but when you look at them they actually are like oh, this is really sales ops with a different title, like did you again still working through the book?
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Did you cover that?
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Or do you see the same thing right when people are sort of using the term but not really in the way that you think it should be?
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Laurie, maybe you yeah, I'll take a little bit of that.
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Yes, we actually do talk about that in the book and we talk about how, if you are talking about revenue ops and it's really just sales ops in disguise you're missing so much of the power and the actual being able to affect outcomes because you're missing so much of the customer life cycle journey and all the ways in which you are able to affect the outcomes.
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So we definitely talk about that.
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We talk about if you are missing full areas of the business, like you know, marketing, like customer success, like professional services you are missing the power of what revenue operations actually has the capability of doing.
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Yeah, so okay.
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So I think that's interesting because, again, still reading the book, it's interesting to me that you had to actually call that out because I think I agree right.
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I think it does a disservice for the, for the action, what the role should be, so it's interesting.
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So, sean, you and I spoke earlier as we were kind of getting ready for this, and you talked about that.
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There are things that you like unite different parts of what is revenue operations.
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Can you like maybe give us an explanation of what you mean by that?
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And then maybe specifically for our audience, who's primarily marketing ops, professionals how does that fit into what you think about that?
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Yeah, I mean this was a conversation that Laura and I had a bunch of times as we cover in the book is going to perfectly cover every single role and responsibility within what is a pretty broad RevOps spectrum.
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But we do believe that, regardless of what the name of your role is or who you report to, there is more that kind of unites the type of work that we all do than divides us, and so the way we think about that is we kind of break the spectrum of ops work down into three buckets planning, execution and insights.
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And so planning again, regardless of whether or not your primary customer is marketing, sales, customer success or all three is everything that happens before any of those customer-facing folks are even in their seat, right?
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So things like territories, budget planning, comp design, headcount, quotas, all that good stuff, which industries or geos you're going into all that lives in the planning bucket.
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Execution is all about the day in the life of all of those internal customers, right?
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So if you're in marketing ops and you are specifically marketing ops, only your job is to make the marketers on the team better at their job, right?
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How are you going to democratize a lot of the tools and processes that you've so carefully crafted into the hands of the rest of the team, and that's where things like pipeline creation, pipeline management, forecasting all live, kind of in that execution bucket.
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And then insights should be the bridge between the two, and there are an unlimited number of ways you can slice a marketing funnel, as I'm sure your audience is painfully aware.
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But that's where the core reports, the KPIs for the business, live, but also, hopefully, the proactive analyses that marketing ops folks can be running and the insights they can be delivering back to the business right.
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And so I think you search and replace marketing ops and everything I just said with sales ops, rev ops, cs ops, whatever your flavor is, and I think those buckets of work will still be true.
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Yeah, I like that planning execution analysis model.
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That actually makes a lot of sense because I think in models for just marketing ops I mean there's that matches up right.
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We've got you know, campaign ops is often probably the the biggest bulk of what most marketing ops folks do, which I think is the execution piece.
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So, um, and what laura and I ended up doing is we actually specialized our team in those buckets.
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Right, and not everybody's going to have the luxury to do that, because you're going to have a lot of folks listening to this who are one two person teams.
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But you can still think about even the work that you do as an individual in those buckets and then hopefully, as the team grows, it might make sense to actually specialize people into those areas, because then you can go super deep.
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And the other added benefit that we found is all of your internal customers.
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It becomes incredibly clear to them who they should go to for a particular area of expertise.
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Right, and I think that's a challenge sometimes for marketers, sales leaders, whoever it might be, to look at their ops team and say, ok, there's a bunch of people over there, who do I actually go to about campaign execution?
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Who do I actually go to when execution?
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Who do I actually go to when the Google Ads integration broke?
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You know what I mean.
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Those are the types of things that I think make that really clear to help make the partnership better.
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Yeah, and I would say that I think a lot of leaders actually are a source of that problem.
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They try to funnel stuff back through themselves in the guise of trying to protect my team right, as opposed.
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So, yeah, I mean, I think I've seen that myself and it drives me bananas, so I try not to be that guy.
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But I'd like yeah, I just I want to like echo my appreciation for that framework and what you were talking about there.
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Like we talk a lot about, you know, sean, or I'm sure you've heard it many times over right, people, process and then technology.
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And I think by sort of really thinking first about Michael's going to laugh at me because I'm going to refer to it as a product and Michael's going to laugh at me because I'm going to refer to it as a product.
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But when you think about the product, that is, your go-to-market tech stack and your team, and you're thinking about how do I go?
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Let's abstract away from a product for a moment.
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But if I'm going to go build a business, I'm thinking about how, all the people that need to be involved in that business and all the jobs that need to be done, and then the things that we need to build.
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And the same is true when you're looking at your broader go-to-market tech stack, right, so think about the people that you're going to be interacting with, and then the process.
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You know your territories and all that other stuff and then you know let's figure out how to enable them with the technology on the other side of that stuff, um, but I, I just I really love, like the way you've sort of articulated what you just shared and what is clearly outlined in the book that everybody now needs to go read.
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Um, yeah, just just advocating for like, yeah, rah, rah, that was awesome.
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We appreciate that.
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I think the other thing that Michael called out with the leadership part of it is like you actually want the people who are owning one of those buckets to be the expert in it, right, and like Laura modeled this incredibly well when I worked for her and then I hopefully did a decent job of it when she left.
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But like the whole point is that those people knew more about sales ops execution than I did, right, and so that you came in and said, okay, this person is the expert in this area and so, for purely selfish reasons, people wanted to go to that person instead of to me, right, and like that was the whole point.
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Um, and so that's.
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That's another just added benefit for folks who are considering whether or not that makes sense.
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Yeah, yeah, that that makes a ton of sense.
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And, like the, the guys are protecting the team thing.
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For anyone that's maybe used that before.
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Shame, but but, but the.
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The other side of that is, um, engineer the process to allow your team to to protect themselves, right, like if there is an expert that Sean's alluding to, right, that's someone knows that they can go to that person and that person has a reliable system to fall on that says here's how you can engage with me.
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They're good, right, and you help structure them in that way.
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Right, you don't have to be the gatekeeper to accessing the team as the leader, you just have to equip them with the right stuff to be able to.
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Anyway, yeah, yeah, I mean it's go ahead, go ahead, laura.
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I was just going to say.
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We have an entire chapter on how to say no.
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Yes, but do you actually say no?
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Or is it like how to say no without saying no?
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Well, sometimes it is you have to say no.
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And we do talk about that.
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And then we talk about the ways in which you can empower your team to be able to really get to the heart of what the request was.
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So we talk a lot about getting to the why and asking the why and really understanding the why.
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You're being asked something so that you can then kind of go, okay, well, do we already have something that addresses that that we need to funnel through?
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Do we have the priorities straight?
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Because if you're getting asked to do something and drop everything, do this.
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You've got to have established priorities.
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So it kind of goes back to goal setting.
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Do you have established priorities set between you and your stakeholders?
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And then you can go back to that and go, okay, where does that fit?
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And that's not really saying no, that's allowing people to prioritize right and be able to negotiate with that.
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So, yeah, I hear you, there's no free lunch, right?
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I mean, there's like I think that's the thing that I try to help my teams whenever I do.
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That is, like, sean, I think of them as the experts on whatever it is that they're doing, and I'm not especially nowadays, but I want people to know that I'll have their back within reason, right, but I want them to kind of do the same thing, right, see the big picture, understand the priorities and be smart, like, yeah, we should do this, and I'm going to go tell Michael that this is what we're doing and this is why, and you know.
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And then we negotiate on the timing and priorities if we haven't already settled on them.
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So interesting.
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So one of the things that you I think Sean, mentioned this was something about reporting structure.
00:20:46.815 --> 00:20:54.326
So I think it would be interesting to get your perspectives on that.
00:20:54.326 --> 00:20:57.697
I think there's two components to it.
00:20:57.697 --> 00:21:02.430
I think that I'd like to get into one of which I don't think we actually have covered before.
00:21:02.430 --> 00:21:08.737
But one is just like where do you think RevOps, in the way you've defined it, should report up to?
00:21:08.737 --> 00:21:46.461
And I suspect that the majority of people listening think, oh, it'll report up to Sierra or something like that Personally I'm not convinced that's the right place, but I think the other that maybe has come through in a little bit of a thread here is this do you put expertise on the team around the functional parts of the business, of marketing, sales, customer success, or do you do it sort of across those based on other expertise, say financial literacy, technology, analytics, so throwing that to those things at you all at once here?
00:21:46.461 --> 00:21:51.420
But, laura, maybe you want to take a shot at this first those things at you all at once here.
00:21:51.440 --> 00:21:53.829
But Laura, maybe you want to take a shot at this first.
00:21:53.829 --> 00:22:04.403
So I think that where it reports and we start a chapter where we talk about different organizational structures does depend on the company and it does depend on.
00:22:04.403 --> 00:22:05.090
Okay.
00:22:05.090 --> 00:22:07.053
So what does the CRO have?
00:22:07.053 --> 00:22:13.444
Is it, is it all of the revenue, organizations and pieces?
00:22:13.444 --> 00:22:15.133
And in which case that may make sense.
00:22:15.854 --> 00:22:22.635
Um, we do talk about it kind of doesn't matter a little bit, as long as you've got the right mindset.
00:22:22.635 --> 00:22:24.320
So we'll talk about mindset.
00:22:24.320 --> 00:22:28.473
I'll have Sean kind of talk through the mindset that we think about it.
00:22:28.473 --> 00:22:39.607
But when we also think about, like you're talking about, you know, where do all the individual people sit in organizationally?
00:22:39.607 --> 00:22:50.281
And we sort of have two ideas of where you can have a hub where you have centralized ops and you may have folks either specialized in your areas.
00:22:51.083 --> 00:23:03.375
But if you do that you must be really thoughtful about making sure that you have one continuous thought idea of your customer experience.
00:23:03.375 --> 00:23:15.617
So even if you have specialization within that, like, let's say, the marketing tool, there's some very particular skill sets there and you may need just one person to do that.
00:23:15.617 --> 00:23:25.711
But are you operating in a way that you're really thinking all the way through downstream, upstream, sidestream, through the entire process.
00:23:25.711 --> 00:23:47.136
We do talk about other people do more of the spoke model, where you know operation sits within each of the organizations, but you can actually achieve the outcomes that we talk about if you have the right mindset of making sure upstream, downstream, through stream, all of the way, and how do you tie.
00:23:47.136 --> 00:23:56.625
So both Sean and I have operated in companies where you had centralized as well as some separation, but the ops teams work together.
00:23:56.625 --> 00:24:07.219
So that's sort of how you can operate and achieve these objectives, whichever way you happen to be organized, but it comes down to how do you approach the work.
00:24:08.873 --> 00:24:09.055
Yeah.
00:24:09.075 --> 00:24:20.677
The only thing I would add on top of that is I think it's important to remember that a lot of the people listening and a lot of people when they come into a company, are not necessarily going to be the ones in charge of making this particular decision, right?
00:24:21.211 --> 00:24:40.016
And so I think if you are gonna wrap your whole personality up in the fact that, like I'm only gonna work in a centralized RevOps team or I'm only going to work in marketing ops if I report into the CMO, like you're going to be disappointed because just because that's what the structure has when they, when you walk in the door, doesn't mean it's going to be the structure you know a week later, right.
00:24:40.176 --> 00:24:49.903
And so I think it's much more important to Laura's earlier point to think about what are the things that will be constant regardless of the reporting structure, right?
00:24:49.903 --> 00:24:56.418
So, like, what will be constant is you have to care about what happens in the parts of the customer journey that you are not responsible for.
00:24:56.418 --> 00:25:03.221
So if your title is marketing ops, you still have to care about how the decisions you make will have ripple effects on sales.
00:25:03.221 --> 00:25:08.897
Sales ops folks have to care about the changes that they make to the sales process that will impact post-sale teams.
00:25:08.897 --> 00:25:19.756
Right, and so as long as you don't have the blinders on for your area of the business and you can look cross-functionally and say, okay, this will be the ripple effect over here, I'm going to go talk to this person who's responsible for that area.
00:25:19.756 --> 00:25:25.853
That's where we find the very best operators really live and function.
00:25:27.194 --> 00:25:27.995
It's really interesting.
00:25:27.995 --> 00:25:35.016
So I know, sean, you and I talked about mindset maybe being more important than reporting structure and I think that's what you're alluding to.
00:25:35.016 --> 00:25:44.299
It's interesting because I also like this is a little aside it's interesting because I noticed that this is a nuance that I pay attention to.
00:25:44.299 --> 00:25:53.059
I try really hard not to speak up, but, sean, you talked about internal customers, which is like fingernails on chalkboard to me, like I hate that term with a passion for that.
00:25:55.733 --> 00:25:57.720
No, no, it's like there's a long story behind it, but.
00:25:57.720 --> 00:26:01.373
But but then, Laura, you talked about stakeholders and I'm, I'm, I'm much more of a.
00:26:01.373 --> 00:26:09.059
I think of people internally as stakeholders, because and this is where the mindset for me comes in is I want to remember that customers are the one who enables to have the job right.
00:26:09.059 --> 00:26:21.721
They're the ones who write us checks to make the company, or whatever we're working, viable, and that's my own sort of baggage that I bring to this.
00:26:21.721 --> 00:26:25.293
But to me, that's part of the mindset I want too, right.
00:26:25.293 --> 00:26:27.878
So, anyway, long story I don't want.
00:26:27.878 --> 00:26:35.672
We could go off on a complete tangent there, but I'd love to get more about this mindset concept that you have, Cause I think you've talked to me.
00:26:35.672 --> 00:26:39.281
You mentioned some like six mindset components or something like that.
00:26:39.281 --> 00:26:41.436
So if you could walk us through that, Sean.
00:26:41.979 --> 00:27:08.953
Yeah, and, by the way, laura and I aren't happy to chat about customers versus stakeholders too, but we are um, so so just to answer your question directly, what we, what we ended up figuring out and really we figured this out in over the course of writing the book this was not something we went into the process already having kind of preordained is like we were actually able to codify these six statements in what we call the revenue operations mindset in the book.
00:27:08.953 --> 00:27:26.623
And the whole idea behind this was, as we were looking at all the interviews we had done and the writing we had done so far, these like patterns kept emerging and like any kind of set of statements or, you know, ideologies whatever you want to call them right Principles Like you can't just take one of them.
00:27:26.623 --> 00:27:28.735
You kind of have to take them all together as a whole.
00:27:28.735 --> 00:27:30.600
If you took one in a vacuum it probably wouldn't be great.
00:27:30.600 --> 00:27:35.958
But, like, some of them include things like you know, operators are strategic partners, not support functions.
00:27:35.958 --> 00:27:40.498
Like you I'm sure you guys hear that all the time we focus on outcomes, not inputs.
00:27:40.810 --> 00:27:44.381
We are a perfect blend of strategic and tactical.
00:27:44.381 --> 00:27:54.353
We are lifelong learners and we're okay with being proven wrong.
00:27:54.353 --> 00:27:56.656
We believe in a better, better, never done approach and making things incrementally better.
00:27:56.656 --> 00:28:00.744
So it's things like that that started to become signal for us across all of the different work that we're doing.
00:28:00.744 --> 00:28:09.845
And I think, because the role is so cross-functional, because every company's version of the role is slightly different, these things were just kind of universally true.
00:28:09.845 --> 00:28:20.990
And so I think if you're trying to, you know, if you're stuck and you're trying to figure out, okay, like I'm the bottleneck on 27 different issues, I've got too many people asking me for stuff.
00:28:20.990 --> 00:28:28.097
Like, if you kind of fall back on this set of core principles, we think that that's a pretty good recipe for being a successful operator.
00:28:31.040 --> 00:28:31.882
So, I'm curious.
00:28:32.822 --> 00:28:35.766
Yeah, Do you um, but go ahead.
00:28:35.766 --> 00:28:41.614
Okay, so Mike, go ahead.
00:28:41.614 --> 00:28:43.663
I think I'm going to take us a different path here.
00:28:43.682 --> 00:28:44.887
So you've do your followup first.
00:28:44.887 --> 00:28:51.289
Um I I think I think it goes without.
00:28:51.289 --> 00:29:02.969
I am kind of headed down a different path too, but I feel like it is a part of this broader discussion in general, because we just talked a little bit about reporting frameworks and mindset.
00:29:02.969 --> 00:29:07.854
I'm really struggling and I understand.
00:29:07.854 --> 00:29:08.677
You've got a book.
00:29:08.677 --> 00:29:13.441
You've got literally a book that is called the revenue operations manual.
00:29:13.441 --> 00:29:19.341
Um is rev ops, a role or a department.
00:29:21.772 --> 00:29:22.195
Say more.
00:29:22.195 --> 00:29:22.780
What do you mean?
00:29:23.872 --> 00:29:26.401
I mean, is it we?
00:29:26.401 --> 00:29:28.930
We got at the top of this episode.
00:29:28.930 --> 00:29:38.616
You gave us a definition, which I greatly appreciate, because we love more definitions on these things operations, professional, or is it rev up?
00:29:38.616 --> 00:29:39.117
Is it do we?
00:29:39.117 --> 00:30:03.865
Or or maybe do we think over time we're going to see that evolve with more clarity and right now it's really just a departmental function.
00:30:03.865 --> 00:30:08.541
Right now, like yeah, like there's a marketing team and then there are roles in the marketing team.
00:30:08.541 --> 00:30:10.849
So it's really it's a marketing team and then there are roles in the marketing team.
00:30:11.369 --> 00:30:12.411
So, it can be a RevOps org.
00:30:12.570 --> 00:30:27.778
It's really funny you bring this up, because I've actually been thinking about this a lot like over the last couple of weeks, and the catalyst for why I've been thinking about it a little bit differently is because I had to explain to someone who had never heard of RevOps before what I thought it was Right, and again we've written 80,000 words on it.
00:30:27.778 --> 00:30:36.705
It's not like I don't have anything to say, but it's a very different context to have the conversation in, and so I think the answer to your question and I don't mean this in a cop-out way is both.
00:30:36.766 --> 00:30:45.816
And the reason why I say that is like I do very much believe that, like this, being a specific role within your organization makes the organization better period, full stop.
00:30:45.816 --> 00:31:04.942
I also think that a lot of the stuff we've been talking about with you guys today and a lot of the stuff in the revenue operations mindset is just a smart way to run a business right, like it's just a smart way that if everyone adopted this mindset within the organization again, the organization would probably get better period, full stop Right.
00:31:04.942 --> 00:31:13.865
And so I think that they're both of those things can be true at the same time, mike, and I think, if it you know, it's the number one fastest growing job on LinkedIn, right.
00:31:13.865 --> 00:31:31.875
If that kind of continues as a trend and more people start thinking about OK, planning, execution, insights in how I run my team, then great, like the ripple effects of this job will permeate through all of the functions in the organization, those internal customers.
00:31:33.932 --> 00:31:34.776
And I see what you did there.
00:31:35.298 --> 00:31:39.589
Yep, and all of a sudden, every like rising tide lifts all boats right.
00:31:39.589 --> 00:31:47.399
So I think it's a super interesting question and I think that's like the future of the type of impact that this role can have.
00:31:50.050 --> 00:31:51.595
Laura, anything I love it.
00:31:51.595 --> 00:31:52.657
I'm okay with both.
00:31:52.657 --> 00:32:07.560
Sean, to be honest with you, because I've been in a handful of we'll call them healthy debates on LinkedIn and with some one-on-one discussions too, and I've been challenged by this question lately.
00:32:07.821 --> 00:32:24.617
I don't know, but, Laura, any thoughts to add or so I think, um, the way I would summarize what I hear Sean saying right, it's the and the conversations that we've had is that rev ops, is it the role of someone?
00:32:24.617 --> 00:32:26.277
It absolutely should be.
00:32:26.277 --> 00:32:30.908
Should, because things will get better if it is.
00:32:30.908 --> 00:32:42.912
And is there a way, before perfection, to get better and having the mindset and moving towards that?
00:32:42.912 --> 00:32:49.186
And do I believe that that is something that's going to become more well-defined over time?
00:32:49.186 --> 00:32:51.530
I do, I absolutely do.
00:32:51.530 --> 00:32:57.045
I do think that the value of it will show, but is there a way to move towards that?
00:32:57.045 --> 00:33:08.528
And that is more of the first, the second part that you talked about, of sort of, is it more of the mindset and the way of approaching it?
00:33:08.528 --> 00:33:13.453
Can you get there versus having it be a particular role?
00:33:14.014 --> 00:33:27.788
um, so, and then I think, just to make this like even more tactical for folks, right, it's easy for this to be like very, um, kind of like theoretical and like a bit of an amorphous blob of a conversation, right, like there's a great story um, in the book.
00:33:27.990 --> 00:33:50.210
You guys probably know pete kazanji, who started modern sales pros ceo of a company called itrium it's a sales analytics software right and what he basically said to us was look, the whole reason why this function even exists is that the company believes that with the salary they pay you to do your job, you are going to create more yield for the company than the salary they pay you.
00:33:50.210 --> 00:33:53.561
Right, and it's really as simple as that, right.
00:33:53.561 --> 00:34:00.807
And so I think, to answer the answer to your question, mike, is like, as long as that is true, then that's the justification for why the role exists.
00:34:00.807 --> 00:34:04.481
It's true if it's a super cross-functional rev ops role, it's.
00:34:04.481 --> 00:34:11.706
It's true if it's a super specific marketing ops role, right, but like, the whole reason why you're there is to create more yield than the company pays you.
00:34:12.887 --> 00:34:14.510
Yeah, yeah, it's interesting.
00:34:14.510 --> 00:34:25.322
I, I, uh, I appreciate all the perspectives on it and I, I continue to chat.
00:34:25.322 --> 00:34:53.371
You know one of the things, um, there's there's other really good, uh, you know points in this discussion we want to get to and be respectful of the recording time today, but, um, the last thing that I'll say and maybe we'll just get to have more conversations on this in another episode but we challenge a lot the notion of how do you measure the success of an operator, of an operations professional, particularly in marketing operations, when your job isn't necessarily to fill the top of the funnel right, or to even fill the bottom of the funnel or whatever it is.
00:34:53.371 --> 00:35:07.414
It is about efficiency and effectiveness and throughput and making sure people get what they need when they need it on the right time, and all that other stuff, which is a conversation about yield right and the ability to help fuel an engine.
00:35:07.414 --> 00:35:09.303
But it isn't.
00:35:10.486 --> 00:35:14.482
I'm getting on the phone and having a call to go close a deal or it isn't.
00:35:14.482 --> 00:35:38.632
I'm coming up with the next campaign to go drive more brand awareness or reach or leads, or demand gen and all those things, and and so, to that end, I, I respect, um, the notion that your whole job is to help, you know, produce more yield for a business, but I think the the way that that comes to fruition and the way that it's measured has to be very delicate.
00:35:38.632 --> 00:35:50.005
It's a fine line to walk and, um, I hope that we continue to see leaders, not just in RevOps but executive leaderships in general, continue to respect that.
00:35:50.005 --> 00:35:57.234
Um, you know again, I know I'm pushing my own narrative on this one, but, like, continue to respect the fact that these are products.
00:35:57.234 --> 00:36:13.192
People, right, they are creating an engine that is efficient and effective, and you probably don't measure your product managers on how much revenue they're bringing in the door, so we need to figure out a slightly different model to like okay, well, what does success look like for this?
00:36:14.500 --> 00:36:17.607
But I think some product managers probably are probably going.
00:36:17.607 --> 00:36:20.493
Yes, I get measured on revenue for sure.
00:36:25.787 --> 00:36:30.113
I'm sure some do right, like did you create a feature?
00:36:30.113 --> 00:36:39.611
That's all super healthy and I love that we're all pushing towards, like a better definition of it, um, and, and that both could exist at the same time.
00:36:40.421 --> 00:36:46.285
No doubt measuring the obstacles is a challenge, right, In terms of like, I think it probably applies to all of them.
00:36:46.285 --> 00:36:53.333
But okay, so I have a uh, maybe it's a somewhat practical question about the mindset stuff too, which popped into my head.
00:36:53.333 --> 00:36:57.000
So it's, I guess, maybe two parts that are related.
00:36:57.000 --> 00:37:03.534
One is is it a team dynamic?
00:37:03.534 --> 00:37:08.086
Like, are you looking to make sure that you have a team, that, across the team, you fulfill these six elements of mindset?
00:37:08.086 --> 00:37:10.431
You fulfill these six elements of mindset like?
00:37:10.490 --> 00:37:17.806
Maybe not everybody has all six, but maybe they have the tendency toward like.
00:37:17.806 --> 00:37:26.104
They're on the let's say they're each a spectrum, right, they're towards the, the quote right End of that spectrum on those is part one of the other parts, Like in it.
00:37:26.104 --> 00:37:36.030
Regardless of the answer on that like, I would assume that this also is something that you would want to incorporate into your hiring and management practices too.
00:37:36.030 --> 00:37:38.595
So, like, how do you like those are?
00:37:38.595 --> 00:37:48.426
Those are all great mindset things, I agree, and I I know that I've ever cracked the nut on like, how do you identify that in the process of hiring for people?
00:37:48.426 --> 00:37:50.571
So curious what your thoughts are on that.
00:37:54.660 --> 00:37:57.586
I'll start Sean and then maybe you can finish up.
00:37:57.586 --> 00:37:58.868
So team is really important.
00:37:58.868 --> 00:38:09.802
I actually don't know how Sean feels about this one, but I'll say from my own perspective I think the mindset actually should apply to all your like.
00:38:09.802 --> 00:38:23.048
That's the fundamentals of what you're looking for out of your team, and maybe they exemplify or maybe they need some coaching on some of them of how to go from being support to being strategic.
00:38:23.048 --> 00:38:33.402
That may be something that you need to bolster, but I think if you're running a team through these mindset, you're looking to make sure that you hire for those that are capable of getting there.
00:38:33.402 --> 00:38:43.487
So I'll I'll put it at the mindset Now do all of your ops folks have the exact same skill sets?
00:38:43.848 --> 00:38:50.948
Absolutely not, and it's got to change over your lifetime of your company, of like where your company's at.
00:38:50.948 --> 00:38:51.911
So we talk about.
00:38:51.911 --> 00:38:59.894
If you're at the beginning of of you need you need scrappy, you need folks that are creative.
00:38:59.894 --> 00:39:03.992
You need folks that can make things work on a shoestring.
00:39:03.992 --> 00:39:16.971
If you are at a very well-established company and you're trying to go public, you need somebody that actually knows a little bit more about controls and can help build in the proper controls for when you're going to go public.
00:39:16.971 --> 00:39:22.170
So there's a whole big spectrum and you've got different roles within.
00:39:22.170 --> 00:39:30.574
So you want your compensation person to be somebody that pays very close attention to every single penny.
00:39:30.574 --> 00:39:35.240
That pays very close attention to every single penny.
00:39:36.100 --> 00:39:39.390
And this idea of rapid response versus somebody who's really thinking all the way through.
00:39:39.390 --> 00:39:45.006
Well, your orders desk needs to be, especially at the end of the quarter, needs to be rapid response.
00:39:45.006 --> 00:39:53.669
But do you want your folks that are in Salesforce or CRM admin to be rapid response?
00:39:53.669 --> 00:39:59.561
Not necessarily because you don't want to be making changes without having thought all the way consequences through.
00:39:59.561 --> 00:40:12.853
So I think, michael, one of the ways that we talk about that is the mindset is sort of the fundamentals of what you're looking for, like more traits and mindset et cetera.
00:40:12.853 --> 00:40:43.428
And then there's skill sets and we think that it's really important to develop operators over their lifetime so that you keep going through getting better, getting better and better, and that's again that better, better, never done kind of philosophy in the mindset, and we have ways that we have used to be able to figure out where do people have their experiences and what is it that they want to try next.
00:40:43.428 --> 00:40:49.810
So, sean, I'll let you talk through and I don't know if you agree with me on the mindset.
00:40:50.251 --> 00:40:51.233
No, I definitely agree with you.
00:40:51.233 --> 00:40:53.762
You agree with me on that.
00:40:53.762 --> 00:40:54.685
The mindset no, I definitely agree with you.
00:40:54.685 --> 00:41:12.224
I think just to illustrate Laura's last point there a good example of something that we would do within the team is we do this color coding exercise and basically every six months, everybody on the team we had a list of areas of interest within kind of the rub up spectrum and everybody every six months would go through it and they would color code it.
00:41:12.224 --> 00:41:15.412
So green was this is stuff I like doing and think I'm good at.
00:41:15.412 --> 00:41:19.388
Red is this is stuff I don't like doing.
00:41:19.388 --> 00:41:24.007
Blue was I haven't actually done this before but I'd like to get exposure to it, and there's a few others.
00:41:24.047 --> 00:41:44.990
But basically the whole idea was that you and your manager could have this conversation about where your areas of interest were, so that when we were thinking about our upcoming goals for the next quarter then it was time to say, okay, let's see if we can get someone some exposure to that forecasting project or let's get someone some exposure into annual planning on the next cycle.
00:41:44.990 --> 00:41:59.329
And you'd be shocked at how quickly people's colors change on the six month cycle and how big of a difference there was, cause they got something, exposure to something, and they're like this is not for me, like I'm all set on comp design Never again, thank you.
00:41:59.329 --> 00:42:04.292
But it also would then help Laura and I to figure out where our blind spots were.
00:42:04.292 --> 00:42:12.909
So when we were going out to hire somebody, we knew exactly where our gaps were, because the color coding exercise made it abundantly clear to us where those were Right.
00:42:12.909 --> 00:42:16.481
So that was a really helpful tool in terms of building and developing team.
00:42:16.521 --> 00:42:29.544
And like the thing I was thinking about, michael, when you're asking your question, is like it's kind of amazing the staying power that I think this mindset has had and we didn't have it written down a bunch of years ago.
00:42:30.105 --> 00:42:47.283
But like I look at the people who are on our teams and they've gone off and gone to, you know, spread across a ton of different companies and places and I just like I hear stories back from people who work with them now about how amazing they are at their job, right, and like we were very lucky to work with great people.
00:42:47.283 --> 00:43:03.973
But I also think like the way we thought about the value of the work we did has persisted and like now they're pushing the boundaries and their companies and like coming to the table with a point of view which I think is like, unfortunately kind of rare in ops roles.
00:43:03.973 --> 00:43:17.100
Right, there were enablers and doers by nature, and I think it's rare that people show up with like their own kind of fully developed perspective on how things can and should be, which I think is you know why they're they're doing so well.
00:43:18.903 --> 00:43:19.624
Amen to that.
00:43:20.105 --> 00:43:20.606
Absolutely.
00:43:21.327 --> 00:43:27.394
The, the, the push for strategic involvement and speaking up.
00:43:27.394 --> 00:43:29.164
And you know it comes with experience.
00:43:29.164 --> 00:43:32.572
Right, you have to have the experience, the exposure and all that other stuff.
00:43:32.572 --> 00:43:50.584
But like I love that your book and the lessons that you've imparted on the folks that have been on your team, that that can instill the confidence in people to start thinking differently about how to come to the table with some of those insights or strategies or whatever it might be.
00:43:50.584 --> 00:43:52.089
So yeah, plus one.
00:43:56.385 --> 00:44:00.274
So, when we wrap it up here, one last, again multi-part question, I guess.
00:44:00.274 --> 00:44:12.740
So I think the perception-wise it certainly has been my perception, more or less, for the last bit is that RevOps roles tend to get filled by people with sales ops backgrounds more than marketing ops.
00:44:12.740 --> 00:44:17.371
So tell me if I'm correct or not or if you see it a different way.
00:44:17.371 --> 00:44:37.568
That's like part one, but part two is let's assume it's accurate and our listeners again being mostly marketing ops folks, what do you recommend that they do in terms of gaining experience or training or trying to learn that would help them be in a position, should they want to be, in a RevOps role?
00:44:39.151 --> 00:44:45.382
So I think, if I took those as two separate pieces right, I think the answer to your first question goes back to Laura's point about reporting structure.
00:44:45.382 --> 00:44:57.485
And if you've got a CRO who has a sales background and they own everything in the full go-to-market spectrum, guess who they're going to tend to hire?
00:44:57.485 --> 00:44:59.793
Right, it's the people from their background, the people who are most closely aligned to the work that they do.
00:44:59.793 --> 00:45:05.734
So I think that is more a symptom of who's in the senior most chair that ops rolls up into right.
00:45:05.734 --> 00:45:13.669
I think if you rolls in a CFO, you're probably going to get more FP&A and MBA style folks in that type of role, right, and so that's, I think, where that dynamic comes from.
00:45:13.669 --> 00:45:20.711
But I think the constructive answer to your second question is like what can marketing ops folks do?
00:45:20.711 --> 00:45:32.980
Like, I think that color coding exercise that I was just talking about is a perfect starting point, right, figure out where you, as a marketing ops person, where your blind spots might be, but also where your interests are right.
00:45:33.622 --> 00:45:41.062
I am more than happy to admit that marketing is by far my weakest area of the go-to-market spectrum.
00:45:41.062 --> 00:45:52.513
I know that about myself and I have an immense amount of respect for the people who can go super deep and be truly experts in what is a very broad discipline marketing as a whole right.
00:45:52.513 --> 00:45:59.032
Like I cannot, you know, go toe to toe with people on marketing budgets and ad spent and SEO Like I.
00:45:59.032 --> 00:46:00.123
Just, it's just not my strength.
00:46:00.123 --> 00:46:01.487
I know that about myself, right.
00:46:01.848 --> 00:46:05.908
And so what I would say for the marketing out folks is, if that's what you like the most, that's okay.
00:46:05.908 --> 00:46:16.995
Like you can continue to rise through the ranks and work directly with CMOs who need that right hand person and provide a ton of value and have that seat at the table as a value add partner.
00:46:16.995 --> 00:46:26.312
But if you're sitting there to your point, michael, and you want to be more in like the full, go to market spectrum conversations of RevOps like you've got to figure out.
00:46:26.312 --> 00:46:30.001
You know small incremental ways to get exposure into those Right.
00:46:30.001 --> 00:46:32.409
Shadow your sales ops partner for a day.
00:46:32.409 --> 00:46:38.519
Go and sit with the renewals team for a day right, whatever it might be to slowly give yourself exposure.
00:46:38.519 --> 00:46:49.115
Because I think the folks that have had kind of like tours of duty with other teams are the ones that end up becoming so well-rounded in the end.
00:46:50.182 --> 00:46:51.827
Laura, any additional thoughts on that?
00:46:54.840 --> 00:47:05.889
No, I think it's the really exposing yourself to other parts of the business and making the connections with your internal partners.
00:47:05.889 --> 00:47:24.829
Customers they may be partners, only right, they actually may only be partners, but the going and sitting and understanding and then being able to connect what you do with the impacts downstream, that's, that's what they need out of RevOps leaders.
00:47:24.829 --> 00:47:30.848
So if folks are interested in that, you can use every single opportunity that you get exposed to.
00:47:30.848 --> 00:47:45.607
Which operators do get exposed to a lot of opportunity to learn more about the business and more about downstream, and product teams come and ask for marketing information, so learn how they're using it.
00:47:45.607 --> 00:47:48.454
Yeah, so every opportunity.
00:47:50.163 --> 00:47:54.026
I really liked it because that reinforces what I believe Like I think people need to be proactive.
00:47:54.026 --> 00:47:59.146
That's the first thing I mean, sean, what you described is you need to take action, and I'm a big fan.
00:47:59.146 --> 00:48:03.311
I've talked about it multiple times, about places where I've worked, where it actually is a policy point.
00:48:03.311 --> 00:48:14.144
People were sort of required to do like, spend a day or two with other people in other departments, not just even in go to market functions, and I think it's hugely valuable.
00:48:14.144 --> 00:48:15.307
So love that.
00:48:15.949 --> 00:48:17.773
I love this color coding concept.
00:48:17.773 --> 00:48:21.807
I may follow up with you and see if I can borrow that.
00:48:21.807 --> 00:48:33.767
I think it would be interesting for those organizations where people are in marketing ops if they've got a leader in marketing ops and sales ops where they could go to them and say, yeah, I would love to learn some more marketing ops and sales ops where they could go to them and say, yeah, I would love to learn some more.
00:48:33.767 --> 00:48:44.414
Can we as cross-functional teams, right Do this exercise together and see how we can make all the other entire you know ops functions across go-to-market uh motions or activities better?
00:48:44.414 --> 00:48:46.324
So I love that.
00:48:46.344 --> 00:48:48.871
I'd be happy to give you guys a link for your, for your audience, for that.
00:48:48.871 --> 00:48:54.109
And I think, like to your point, there's both, both a leadership, there's a tops down and a bottoms up version of that.
00:48:54.109 --> 00:49:15.434
But, like, one of the things that was important to laura and I when we were writing the book was, like there is a small subset of ops, people that just kind of like are whiny and they like kind of act as though they're like victims of whatever this like pigeonhole that they've been put in, and we really wanted to make sure that there was not like a whiff of that in the book.
00:49:15.434 --> 00:49:29.240
And so you gotta, you gotta take a little bit of ownership and, you know, craft the role as you kind of see it uh, you took the words out of my mouth and I would say it's more than a small fraction.
00:49:29.821 --> 00:49:31.723
Uh, so the mice heard me say that before.
00:49:31.723 --> 00:49:35.767
Like I'm like, no whiners no whiners, no whiners.
00:49:35.767 --> 00:49:36.628
We don't need those.
00:49:36.628 --> 00:49:39.071
This has been a lot of fun, laura.
00:49:39.071 --> 00:49:40.532
Sean, thank you so much.
00:49:40.532 --> 00:49:41.853
Obviously we can.
00:49:41.853 --> 00:49:45.137
I think we could put a link to the book in the in the show notes, for sure.
00:49:45.137 --> 00:49:51.729
But beyond that, if folks want to catch up with what you're doing or follow what you're doing, what's the best way for them to do that?
00:49:52.750 --> 00:49:54.694
LinkedIn is for me Sean.
00:49:56.826 --> 00:49:59.884
Yep, all right, easy.
00:49:59.884 --> 00:50:02.949
See, we give LinkedIn promotional stuff.
00:50:02.949 --> 00:50:13.518
Every time we have one of these, I think I don't think we've had anyone who's said something else, or at least not included it.
00:50:13.518 --> 00:50:14.223
Well, again, thank you so much much.
00:50:14.223 --> 00:50:14.685
It's been a lot of fun.
00:50:14.685 --> 00:50:16.955
I can't wait to finish the book, especially now that I've learned a little bit more about it.
00:50:16.955 --> 00:50:28.071
Um, thank you, mike, for joining and always adding some flavor to this, and thanks to our listeners for continuing to support us and, uh, bringing us great ideas for guests and topics.
00:50:28.071 --> 00:50:37.468
If you have one of those ideas, or guest ideas, uh, or want to be a guest, reach out to Naomi, mike or me and we would be happy to talk to you about it until next time, bye, everybody.
00:50:38.331 --> 00:50:38.912
Thanks guys.
00:50:39.293 --> 00:50:39.694
Thank you.