Investigates, analyzes, negotiates, resolves, documents and reports on consumer and commercial billing issues and complaints against the organization | Identifies solutions that address billing issues and presents appropriate resolution options to customers | Negotiates and authorizes billing settlements within established limits and adjusts customer accounts Business Support

Role Description 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 & Dashboarding: - Design, maintain, and enhance dashboards in BI tools (e.g., Looker Studio, Salesforce/HubSpot reports) to monitor marketing campaign performance, sales pipeline health, lead flow, and conversion metrics. - Automate recurring reports and implement self-serve analytics capabilities for GTM teams. - Data Analysis & Insights: - Analyze funnel performance from top-of-funnel marketing campaigns to bottom-of-funnel sales outcomes. - Provide regular insights into key KPIs like campaign ROI, customer acquisition cost (CAC), and attribution across channels. - Support A/B testing initiatives, sales activity analysis, and segmentation strategies. - Scripting & Automation: - Write Python and SQL scripts to extract, clean, and structure data from external sources (e.g., job boards, press releases, M&A feeds, web scraping APIs). - Build automated enrichment pipelines to augment CRM and marketing data with third-party insights (e.g., firmographics, hiring activity, technology stack, funding events). - Data Quality & Tooling: - Take ownership of data cleanliness and integrity across GTM systems (e.g., Salesforce, HubSpot, Databricks), including investigating issues, proposing solutions, and manually resolving historical data problems when necessary. - Maintain and improve key GTM logic — including lead scoring models, lifecycle stage transitions, attribution frameworks, and related automation rules — ensuring they are well-defined, consistent, and actionable. Qualifications - Background in Engineering, Commerce, Mathematics and/or Statistics. - Natural curiosity about AI and emerging technologies — especially where they intersect with automation, data, and workflow orchestration across the GTM stack. - Familiarity with B2B go-to-market motions and how to measure their effectiveness. - Experience in report building, data analysis and workflow automation within a GTM tech stack (e.g., Salesforce, HubSpot, Gong, BI tools). - Proficiency in SQL or Python and familiarity with at least one BI tool (e.g., Power BI, Looker, Tableau). - 3-5 years of related experience. - High achiever with a strong sense of ownership. - Ability to take ownership and run tasks in a fast-paced and evolving environment. Our Values - Work well, together. - Be precise. Be relentless. - Love our tech. Love our customers. 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.

• Build AI-driven revenue systems that capture, qualify, and convert inbound demand into measurable revenue • Design self-service and e-commerce experiences using AI to guide customers from interest to purchase • Automate and augment sales workflows, reducing manual effort and accelerating deal velocity • Develop multi-channel engagement systems across email, SMS, and web that adapt to user behavior in real time • Own measurement and optimization, using data and AI to continuously improve conversion and funnel performance • Partner cross-functionally with Growth, Sales, and RevOps to build scalable, production-ready systems

• Own and operate the commercial system of record (HubSpot), including pipelines, workflows, automation, and data structure • Enforce pipeline discipline, ensuring accurate deal stages, forecasting inputs, and data integrity across all opportunities • Run the operating rhythm for the revenue organization, including pipeline reviews, forecasting cycles, and reporting cadences • Build and maintain reliable dashboards and reporting to provide clear visibility into pipeline health, conversion, and revenue performance • Ensure alignment and clean data flow across sales, marketing, partnerships, customer success, and leadership • Own and optimize the GTM tech stack, ensuring tools are properly configured, integrated, and adopted • Implement, reinforce, and improve scalable processes across the commercial organization • Identify gaps in execution and drive pragmatic process improvements in a fast-moving environment • Partner closely with leadership to evolve systems and processes as the company grows • Leverage AI tools (e.g., ChatGPT, Claude) to improve workflows, reporting, and operational efficiency • Support and interact with centralized data systems and repositories to maintain reporting accuracy and scalability