Technical Project Manager, Customer Operations

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