Customer Operations Analyst

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. 

What you'll be doing: 

Reporting to Manager/Senior Manager of Customer Operations, the Customer Operations Analyst will: 

• Assist the ongoing operations for a portfolio of existing customers and implement new features (i.e., rule building, process execution, reporting and dashboarding, and product support)  
• Support onboarding activities for new customers, including compensation plan rule building, data analysis, quality control, and interaction with key customer stakeholders 
• Support design projects including analysis, financial modelling, project planning, customer workshops, and presentation/recommendation of findings  
• Scope, build and test automated workflows, processes and reporting capabilities to support automation of incentive compensation processes and improve business visibility  
• Build and maintain working relationships with customer stakeholders, ensuring our clients realize Forma.ai's full value 
• 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 
• Be operating in EST hours (9 am - 5 pm EST) and work together with our India office

What we're looking for: 

• 0-2 years of experience in a quantitative focused / analytical role 
• Education or Background in Engineering, Commerce, Mathematics and/or Statistics
• Experience in working with large datasets (SQL) 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)

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. ­ 

Our commitment to you: 

At Forma.ai, we’re diverse by design. We’re committed to having a workforce that reflects the communities in which we live and work. We also aim to have a barrier-free recruitment and selection process. We’ll work with applicants requesting accommodation at any stage of the hiring process. 

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. 

Please note all interviews are currently being conducted virtually. 

We thank all applicants for their interest.