Technical Project Manager, Customer Operations

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 to implement Forma's platform, manage ongoing initiatives, and optimize our clients' Sales Performance Management (SPM) processes.

We partner with customers to understand their business needs, translate requirements into actionable project plans, and deliver solutions that drive meaningful business outcomes. Our team works cross-functionally with Product, Engineering, and other internal teams to ensure successful implementations and continuous improvement.

If you're passionate about project management, client collaboration, and technology-enabled business transformation, we'd love to hear from you!

What you’ll be doing

Manage customer projects end-to-end, from planning and requirements gathering through execution, delivery, and post-launch activities, ensuring projects are delivered on time and aligned with customer expectations

Own project plans, timelines, milestones, and deliverables, proactively identifying risks, dependencies, and issues and driving them to resolution

Build and maintain strong working relationships with customer stakeholders, coordinating across business and technical teams to ensure alignment and successful project outcomes

Facilitate discovery sessions and workshops to understand customer business requirements, processes, and objectives, translating them into clear project requirements and actionable workstreams

Coordinate cross-functional delivery efforts with Forma's Product, Engineering, and Customer Operations teams, ensuring priorities, responsibilities, and timelines are clearly defined

Develop a working understanding of Forma's platform, data structures, and commission calculation logic to effectively manage implementation activities, assess dependencies, and facilitate discussions between business and technical stakeholders

Monitor project progress, communicate status updates, manage stakeholder expectations, and escalate risks or blockers as appropriate

Support customer change requests, enhancements, and ongoing initiatives by coordinating requirements, prioritization, and delivery

Identify opportunities to improve project delivery processes, customer workflows, and operational efficiency through automation and continuous improvement

Develop a deep understanding of each client's strategic positioning, key products, business model, and strategic objectives

Develop a strong understanding of Sales Performance Management (SPM), including incentive compensation, crediting, payroll processes, quota setting, and incentive plan design, to support effective customer project delivery

What we're looking for

Education or background in Engineering, Commerce, Business, Information Systems, or a related discipline

5+ years of relevant experience in project management, implementation, consulting, or customer-facing delivery roles

Strong project management skills, including planning, organization, prioritization, risk management, and execution

Experience managing multiple projects or workstreams simultaneously in a fast-paced environment

Excellent communication and stakeholder management skills, with the ability to coordinate effectively across business and technical teams

Ability to gather customer requirements, including data migrations and integrations, and translate business needs into actionable project plans. Requires experience managing data migration or integration projects, along with the ability to analyze data extracts and identify data quality issues

Strong analytical and problem-solving skills, with comfort working with data and understanding business processes

Ability to take ownership, drive accountability, and independently move projects forward

Nice to haves

Experience with SQL, Excel-based data analysis, or other analytical tools

Experience with sales performance management or incentive compensation

Additional Job Info

This position is for an existing vacancy

Salary range: $120K - $150K 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.