Associate, Customer Operations

Remote; San Francisco (CA); Remote; USD 120,000 - 170,000; Full time

Job summary

Forma.ai is seeking a Customer Operations professional to manage day-to-day relationships with senior client stakeholders and translate business logic into the Forma rule engine. You will learn the platform design to execute updates and collaborate with Product and Engineering to prioritize new features, supporting revenue optimization for customers.

You will develop deep domain knowledge of clients' products and strategic objectives, and identify opportunities to improve sales performance

Qualifications

• Education or background in Engineering, Commerce, Mathematics and/or Statistics
• +2 years of relevant working experience
• Experience with large datasets and understanding databases/workflows
• Strength in Excel to profile, segment, and aggregate data
• Understanding of data architecture and process flows
• Analytical problem-solving, organization, and project management skills
• Ability to take ownership in a fast-paced environment
• Familiarity with Excel and PowerPoint

Responsibilities

• Own day-to-day customer relationships with senior client stakeholders across a portfolio
• Architect for new customers translating data inputs and business logic into Forma rule/system logic
• Learn platform design to independently complete updates and changes
• Collaborate with Product and Engineering to translate feedback into features and improvements
• Manage client expectations regarding deliverables and timelines
• Develop deep understanding of clients' products, business models and objectives
• Identify improvement opportunities in SPM processes and strategy

Skills

Data analysis

Excel proficiency

Analytical thinking

Project management

PowerPoint

Education

Engineering/Commerce/Math/Statistics background

Tools

SQL

Python

Job description

About Forma.ai:

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 works closely with new and existing customers by implementing product features, managing the operational parts of the platform, and optimizing our client’s sales performance management processes. We are always ready to support and help our customers to identify ways they can unleash the revenue-driving potential of their sales compensation program.

If you're passionate about data analytics and want to contribute to sales operations, we'd love to hear from you!

What you’ll be doing:

• Own the day-to-day customer relationship, building strong working relationships with senior client stakeholders across a portfolio of customers

• Act as an architect for a new customer, translating data inputs and required business logic into Forma rule / system logic, commission engine architecture and outputs

• Learn design of the company's platform to the extent of being able to independently complete updates, enhancements, and change requests

• Work with Forma.ai's Product and Engineering teams to articulate customer feedback that informs the priority of new product features and to implement new platform features to support continuous improvement and automation

• Manage customer expectations regarding deliverables and project timelines, ensuring Forma is positioned for success

• Develop a deep understanding of each client's strategic positioning, key products, business model, and strategic objectives.

• Be responsible for developing Sales Performance Management (SPM) expertise by identifying areas of improvement in SPM processes (crediting, payroll process) and strategy (IC plan design, quota setting, etc.)

What we're looking for:

• Education or Background in Engineering, Commerce, Mathematics and/or Statistics

• +2 years of relevant working experience

• Experience in working with large datasets and a strong understanding of logical structures of databases and workflows a plus

• Strength in Excel to perform data profiling, segmentation, and aggregation

• Understanding of data architecture and process flows

• Analytical problem-solving ability, organizational, and project management skills

• Ability to take ownership and run with tasks in a fast-paced and evolving environment

• Understanding of common analytical and presentation tools (i.e., Excel, PowerPoint)

Nice to haves:

• Experience with SQL and/or Python

• Experience with sales incentive compensation

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.

Our commitment to you:

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 applicants for their interest.