Manager, Customer Operations

formaaiinc

Toronto, Canada · Toronto · Canada

Posted Apr 28, 2025

Other
Customer Operations

Apply on company site

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
+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)

Nice to haves:

Experience with SQL and/or Python
Experience with sales incentive compensation

Additional Job Info:

This position is for an existing vacancy
Salary range: $115K - $140K CAD

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.