Customer Operations Analyst

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)