Customer Operations Associate

About the team:

The Customer Operations team is at the heart of Forma.ai's mission. This team has a direct impact on the growth of Forma.ai. They are results-driven and solutions-minded.

The Customer Operations team works closely with our customers, helping them to understand and take advantage of all the features Forma.ai offers and ensuring that they get the most value from the platform.

What you'll be doing:

Reporting to the Senior Manager of Customer Operations, the Incentive Compensation Associate (known internally as Customer Operations Associate) will be contributing in the following areas:

• Own the ongoing operations for a portfolio of customers (i.e., rule building, process execution, reporting and dashboarding, and product support)
• Create automated reporting (financial, sales performance, incentive compensation) for customers to support process automation and improve business visibility
• Support design projects including analysis, financial modelling, project planning, customer workshops, and presentation/recommendation of findings
• Identify potential opportunities for process improvement in client processes (e.g., process execution, data validation, dashboard updates). Explore new techniques, working models to improve design and improve processes.
• Implement new Forma.ai platform features within your customer portfolio to support continuous improvement and automation
• Build strong working relationships with key customer stakeholders, ensuring our clients realize Forma.ai's full value
• Work with Forma.ai’s Product team to articulate customer feedback and support the development of new product features
• Work with Forma.ai's Engineering team to implement new platform features within your customer portfolio to support continuous improvement and automation

What we're looking for:

• 3+ years of experience in tech implementation, management consulting, or similar quantitative focused role
• Experience in working with large datasets
• Understanding of logical structures of databases and workflows
• Understanding of data architecture and process flows
• Analytical problem-solving ability, organizational, and project management skills
• Ability to take ownership and run projects in a fast-paced and evolving environment
• Understanding of common analytical and presentation tools (i.e., Excel, PowerPoint)