Customer Operations Manager, Forma.ai

• Education or Background in Engineering, Commerce, Mathematics and/or Statistics
• +4 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)

Desirable

• 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
• 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.)