Job Description: Customer Operations Analyst

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Forma.ai is a Series B startup revolutionizing sales compensation design, management, and optimization. They handle billions in annual managed commissions for companies like Edmentum, Stryker, and Autodesk. The Customer Operations team supports new and existing customers by implementing product features, managing operational processes, and optimizing sales performance management. They are hiring foundational members for their Costa Rica team to scale their operational presence.

What you’ll be doing:

• Assist 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.
• 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 directly 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.

What We’re Looking For:

• Our Data Analysts collect and analyze data, identify trends, and provide actionable insights that enhance sales performance and operational efficiency.
• You will configure commission structures, develop reports, and present findings clearly and accessibly.
• You’ll work closely with data engineers and sales teams.

Requirements

• Not specified

Responsibilities

• 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.
• 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 directly 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.

Company Information

• Company: Forma.ai
• Industry: Sales Compensation Optimization
• Stage: Series B Startup