Sr. Manager, Revenue Operations

We’re Looking for Passionate, Creative People to Join Our Team Position: Sr. Manager, Revenue Operations Location: Millersville, MD Job Id: 286 # of Openings: 1 CTM is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries. Our Purpose: To create a better human experience through technology Our Mission: We empower businesses with the tools to transform conversations into an advantage Our Vision: We revolutionize the ways in which people and businesses connect What do we do? We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations. We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics. We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world. We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact. Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here . Who are we hiring (and what will they do)? We are looking for a Sr. Manager, Revenue Operations to join our team to build and lead the operating infrastructure that connects Sales, Account Management, Marketing, and Finance as the Company scales. This role will create a reliable, scalable operating model across the full customer revenue lifecycle, from demand generation and pipeline creation through sale, onboarding, retention, renewal, and expansion. The Senior Manager will improve forecasting and revenue visibility, establish consistent processes and performance measures, strengthen the revenue technology and data foundation, and turn business data into clear decisions and action. This is a player-coach position. The Sr Manager will set standards and operating cadences while remaining close to the data, systems, workflow design, and implementation. The role will partner with functional leaders, who remain accountable for their teams and business results, and with Finance, which retains ownership of accounting policy and official financial reporting. As a successful, Sr. Manager, Revenue Operations , you will: Revenue Planning and Operating Cadence Translate company growth objectives into annual and quarterly operating plans with clear assumptions for demand, pipeline, bookings, renewals, expansion, capacity, and productivity Partner with sales, marketing and account management on cross-functional planning for coverage, territories, account segmentation, quotas, pipeline requirements, renewal goals, and resource needs in partnership with revenue and Finance leaders Establish and facilitate weekly, monthly, and quarterly operating rhythms, including forecast reviews, pipeline and renewal reviews, business reviews, and planning cycles Build scenario models that show the expected revenue, cost, capacity, and timing implications of proposed investments or changes in strategy Surface risks, dependencies, and opportunities early and provide clear recommendations to the executive team Forecasting and Performance Insights Own the go-to-market forecast across new business, renewals, and expansion, and partner with Finance to reconcile operational forecasts with the company financial outlook Define consistent metrics, business rules, data sources, and ownership across the customer lifecycle so teams measure performance from the same foundation Build and maintain dashboards and scorecards that provide useful visibility into pipeline coverage, conversion, win rates, sales cycle, average contract value, recurring revenue, retention, churn, and expansion Analyze performance by segment, channel, cohort, product, and team to identify root causes, emerging trends, and the highest-value opportunities for improvement Improve forecast quality through stronger methodology, inspection, data discipline, and adoption rather than manual adjustments at the end of the process Establish scalable processes for lead and account routing, qualification, stage progression, ownership, service-level expectations, and cross-functional handoffs Standardize deal approvals, quoting and contracting handoffs, closed-won transition, customer onboarding coordination, renewal management, and expansion identification Identify process gaps, bottlenecks, revenue leakage, duplicate work, and unnecessary manual steps, then lead practical improvements and automation Develop reporting to show productivity and capacity including ramp time, administrative burden, and efficiencies gained through automation Maintain clear process documentation, change controls, training, and adoption plans so improvements are sustained as the company grows Systems Data and Automation Own the business architecture and roadmap for the CRM and connected go-to-market technology stack in partnership with Marketing, Products, Finance, and external vendors Translate business needs into clear system requirements, prioritize enhancements and integrations, and lead implementation and adoption from design through stabilization Establish data governance for account, contact, lead, opportunity, contract, and renewal data, including definitions, required fields, quality checks, deduplication, and audit routines Evaluate technology and vendor options using clear business cases, expected return, implementation effort, security requirements, and total cost of ownership Use workflow automation and appropriate AI capabilities to reduce administrative work, improve data quality, and help teams act on revenue signals faster Revenue Programs and Controls Partner with Sales, Account Management, Finance, and P&C on quota setting, incentive plan design, modeling, administration, reporting, and periodic effectiveness reviews Support pricing, packaging, discount, and deal-policy decisions with analysis and consistent approval workflows Develop controls that improve the completeness, accuracy, and timeliness of revenue data without creating unnecessary friction for customer-facing teams Measure the effectiveness of revenue programs and recommend where to invest, simplify, redesign, or stop work Leadership and Change Management Build the Revenue Operations roadmap, service model, priorities, and governance needed for the company's next stage of growth Lead and develop Revenue Operations team members, contractors, and vendors as the function and its resourcing evolve Create alignment across leaders with different priorities by grounding decisions in shared data, explicit tradeoffs, and clear ownership Lead change through communication, documentation, training, reinforcement, and measurement of adoption Model strong judgment, accountability, curiosity, and a willingness to perform detailed work when the business needs it What skills will help you be effective on our team? Bachelor’s degree in Business Administration, Operations Management, or a related field, preferred 7+ years of progressively responsible experience in Revenue Operations, Sales Operations, go-to-market operations, or a closely related business operations function within B2B SaaS At least two years of people leadership or substantial leadership of complex, cross-functional revenue programs. Direct experience helping a B2B SaaS company scale through a comparable stage of growth, ideally from approximately $40 million to $50 million toward or beyond $100 million in revenue or annual recurring revenue Demonstrated success building or materially improving forecasting, planning, reporting, and full-funnel processes across acquisition, retention, and expansion Hands‑on expertise with Salesforce or a comparable enterprise CRM, including data models, workflow automation, reporting, integrations, governance, and user adoption Strong command of SaaS operating metrics and the relationships among pipeline, bookings, recurring revenue, retention, expansion, churn, capacity, and productivity Advanced analytical skills and experience building decision‑ready dashboards, models, and executive-level recommendations from complex data Proven ability to influence senior leaders, resolve competing priorities, and move cross‑functional work from discussion through implementation Ability to thrive in a fast‑paced environment and manage multiple priorities A customer‑centric mindset with a passion for improving customer experiences Strong attention to detail and organization The ability to work independently, but also be a strong team player across the organization Strong communication skills and the ability to communicate with anyone What you get in return: The expected salary range for this role may differ based upon the candidate. Salary presented with a job offer will be based on factors such as calibrated job level, educational background, prior work experience, qualifications, skills, competencies, and proficiency for the role We love to pay out your earned commissions on a quarterly basis When we win, you win - we pay quarterly bonuses when we reach our revenue goal s We love to give out annual merit increases to team members who are meeting our expectations We offer a hybrid work schedule with Mondays and Fridays as our work from home days. Once an employee reaches 5 years of service, they are eligible for Summer Fridays Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year , depending upon tenure 2 work from anywhere weeks per year, with additional weeks earned with tenure 8 paid holidays , plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday of their choice, with additional floating holidays earned with tenure 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes 401k Plan with per-pay employer matching up to 5% , that you are immediately vested in Medical, dental, vision, and prescription coverage for employees and their families; plus both HSA and FSA pre‑tax account options, which can be used to pay for health related expenses. We also offer an employer match for the HSA plan Up to 4 weeks of paid parental leave, depending on tenure Free basic life insurance and AD&D coverage equal to your annual base salary Free short term disability coverage at 100% of salary after being employed for 6 months Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action Compensation We know your worth and want to pay you for it Health & Wellness Coverage Your overall wellness matters to us Family Focused We believe family should always come first Paid Time Off Enjoy some guilt-free time away Retirement We are dedicated to helping you invest in your future Work-Life Balance Be part of a team with an awesome work-life balance In-Office Amenities We like our team to have everything and more We believe no matter where you are in life, there is always room to grow. Tenured Summer Fridays Employees with 5+ years enjoy extra time off during the summer. Semiannual All Hands Weeks Each January and July we host All Hands Weeks. Praise from Our Current Team I value that CTM is a place to grown, learn, and innovate without limitations. Andrew Wicks, Lead Technical Support Analyst “CTM has created an environment where every employee is empowered to bring their best self to work. Because communication is highly valued, we are encouraged to share our ideas and perspectives whenever we see opportunities to enhance our platform or elevate the customer experience, regardless of our role. Knowing that my voice is welcomed and respected allows me to contribute with confidence and fully leverage my strengths each day.” Chris Nalley, Sr. Product Training Partner I love the “aha” moments when our customers grasp the full potential of our software and see how it can be applied to help elevate their business. It’s incredibly rewarding and my favorite part of the job.” #J-18808-Ljbffr Currency Technics + Metrics Inc