Customer Operations Associate

Customer Operations Associate

Forma.ai is a Series B startup that's revolutionizing how sales compensation is designed, managed and optimized. We handle billions in annual managed commissions for market leaders like Edmentum, Stryker, and Autodesk. Our growth has been fuelled by our passion for fundamentally changing and shaping how companies use sales intelligence to drive business strategy. We're welcoming equally driven individuals who are excited about creating something big!

The Customer Operations team is at the heart of Forma.ai's mission. This team has a direct impact on the growth of Forma.ai. They are results-driven and solutions-minded. The Customer Operations team works closely with our customers, helping them to understand and take advantage of all the features Forma.ai offers and ensuring that they get the most value from the platform.

Reporting to the Senior Manager of Customer Operations, the Incentive Compensation Associate (known internally as Customer Operations Associate) will be contributing in the following areas:

• Own the ongoing operations for a portfolio of customers (i.e., rule building, process execution, reporting and dashboarding, and product support)
• Create automated reporting (financial, sales performance, incentive compensation) for customers to support process automation and improve business visibility
• Support design projects including analysis, financial modelling, project planning, customer workshops, and presentation/recommendation of findings
• Identify potential opportunities for process improvement in client processes (e.g., process execution, data validation, dashboard updates). Explore new techniques, working models to improve design and improve processes.
• Implement new Forma.ai platform features within your customer portfolio to support continuous improvement and automation
• Build strong working relationships with key customer stakeholders, ensuring our clients realize Forma.ai's full value
• Work with Forma.ai's Product team to articulate customer feedback and support the development of new product features
• Work with Forma.ai's Engineering team to implement new platform features within your customer portfolio to support continuous improvement and automation

What we're looking for:

• 3+ years of experience in tech implementation, management consulting, or similar quantitative focused role
• Experience in working with large datasets
• Understanding of logical structures of databases and workflows
• Understanding of data architecture and process flows
• Analytical problem-solving ability, organizational, and project management skills
• Ability to take ownership and run projects in a fast-paced and evolving environment
• Understanding of common analytical and presentation tools (i.e., Excel, PowerPoint)

Our Values:

• Work well, together. We're real. We have kids and pets. Mortgages and student loans. We're in this together, so no matter how brilliant any one of us is, we always play nice with one another – no exceptions.
• Be precise. Be relentless. We believe complacency breeds failure, so we set new goals as quickly as we achieve them. We persist in the face of adversity, learn from our mistakes, and push each other to continuously improve. The status-quo is kryptonite.
• Love our tech. Love our customers. Our platform solves a very complex problem in a currently underserved market. While everyone at Forma isn't customer-facing, we're all customer-focused. Maybe even slightly customer-obsessed.

Use of AI for Recruitment: Currently, Forma.ai does not use artificial intelligence as part of our recruitment process, specifically but not limited to the screening, filtering and shortlisting of applicants.

Our commitment to you: Forma is a proud equal opportunity employer that is committed to creating a diverse and inclusive work environment. Every effort to accommodate candidates for accessibility will be made upon request. Information received related to accommodations will be addressed confidentially. We know that applying to a new role takes a lot of effort. You're encouraged to apply even if your experience doesn't precisely match the job description. There are many paths to a successful career and we're looking forward to reading yours. We thank all candidates for their interest however only qualified applicants will be shortlisted.