Customer Operations Associate

Forma.ai; Pune District; Hybrid; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Employee stock ownership plan

Healthcare coverage (medical, dental,

Vision, disability and life insurance

Paid parental leave

$750 yearly training stipend

Growth opportunities

Job summary

Forma.ai is seeking an Incentive Compensation Associate to own customer operations, build automated reporting, and partner with product and engineering to enhance the platform. You will work with a portfolio of customers to design, implement, and optimize incentive processes, enabling scalable, data-driven decision making.

The role emphasizes cross-functional collaboration, analytical storytelling, and continuous improvement in a fast-paced startup environment based in Pune, India.

Qualifications

• 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 (Excel, PowerPoint)

Responsibilities

• Own ongoing operations for a portfolio of customers (rule building, process execution, reporting and dashboarding, and product support).
• Create automated reporting for customers to support process automation and improve business visibility.
• Support design projects including analysis, financial modelling, project planning, customer workshops, and presentation of findings.
• Identify opportunities for process improvement in client processes and explore new techniques for better design and processes.
• Implement new Forma.ai platform features within your customer portfolio to support continuous improvement.
• Build strong relationships with key customer stakeholders and ensure clients realize Forma.ai's full value.
• Relay customer feedback to Product and collaborate with Engineering to implement new features.

Skills

Data analysis

SQL basics

Project management

Stakeholder management

Data visualization

Tools

Excel

PowerPoint

Job description

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!

About the team:

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.

What you'll be doing:

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)

What you can expect from us

Meaningful compensation. In addition to your base salary, you’ll join our employee stock ownership plan to further recognize your contributions to Forma.ai ’s success.

Healthcare coverage. We have a full benefits package that includes medical, dental, vision, disability and life insurance, and a paid parental leave program.

Learning and development. Access the resources you want to help you grow in your role by utilizing our $750 yearly training stipend.

Growth. You’ll have a huge opportunity to build a career for yourself and gain the type of experience you’re looking for, whether that’s as an individual contributor or as a people leader.

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.