Manager, Customer Operations

About Forma.ai

Forma.ai is a Series B startup revolutionizing the design, management, and optimization of sales compensation. Managing billions in annual commissions for leading companies such as Edmentum, Stryker, and Autodesk, the company is driven by its passion for transforming how sales intelligence supports business strategy. We seek highly motivated individuals eager to create impactful solutions!

About the Team

The Customer Operations team partners closely with both new and existing clients to implement product features, oversee platform operations, and enhance clients' sales performance management workflows. The team is dedicated to helping customers unlock the revenue-generating potential of their sales compensation programs.

Key Responsibilities

• Maintain daily customer relationships by collaborating with senior client stakeholders across multiple customer accounts.
• Serve as an architect for new customers by converting data inputs and business logic into Forma's system and commission engine configurations.
• Gain comprehensive knowledge of the platform’s design to independently execute updates, improvements, and modifications.
• Collaborate with Product and Engineering teams to convey customer feedback that guides new feature priorities and supports automation and continuous improvement.
• Manage client expectations related to deliverables and project deadlines to ensure successful outcomes for Forma.
• Develop thorough understanding of each client’s strategic positioning, product portfolio, business model, and goals.
• Build expertise in Sales Performance Management by identifying opportunities to improve processes such as crediting and payroll, as well as strategy including incentive compensation design and quota setting.

Required Qualifications

• Educational background in Engineering, Commerce, Mathematics, or Statistics.
• A minimum of four years’ relevant professional experience.
• Proficiency working with large datasets and solid comprehension of database logical structures and workflows.
• Advanced skills in Excel for data profiling, segmentation, and aggregation.
• Understanding of data architectures and process flow management.
• Strong analytical problem-solving capabilities along with organizational and project management skills.
• Ability to independently take initiative and handle tasks within a dynamic, evolving environment.
• Familiarity with common analytical and presentation tools such as Excel and PowerPoint.

Preferred Skills

• Experience with SQL and/or Python programming.
• Background in sales incentive compensation.

Additional Information

• This role is an existing full-time vacancy based in Toronto, Ontario, Canada, requiring onsite presence.
• Salary range from $115,000 to $140,000 CAD annually.
• Compensation includes base salary plus participation in an employee stock ownership plan.
• Comprehensive healthcare benefits, including medical, dental, vision, disability, life insurance, and paid parental leave.
• Access to a $750 yearly training stipend for personal and professional development.
• Opportunities for significant career growth, either as an individual contributor or future people leader.

Our Values

• Collaboration: Emphasizing teamwork and mutual respect in a realistic and supportive work environment.
• Precision and Persistence: Setting ambitious goals, overcoming challenges, learning from mistakes, and driving continuous improvement.
• Customer and Technology Focus: Passion for delivering complex solutions to customer challenges and a strong customer-centric culture throughout the company.

Equal Opportunity & Accessibility

Forma.ai is committed to diversity and inclusion, ensuring accommodation efforts are made upon request with confidentiality. Candidates with diverse backgrounds are encouraged to apply even if their experience does not exactly match the description. Only qualified applicants will be shortlisted.

Recruitment Policy

Forma.ai does not currently employ artificial intelligence in screening or shortlisting candidates during recruitment.