Director, SPM Implementation

About the role

The Customer Operations team partners with new and existing customers to implement and optimize the company's platform, ensuring clients maximize the revenue-driving potential of their sales compensation programs. The team leads complex implementations, drives operational excellence, and continuously evolves Sales Performance Management (SPM) processes through data-driven insights and scalable platform solutions. As a Director of Implementation , you will lead the strategic direction of implementation and customer onboarding across a portfolio of enterprise customers. You will oversee implementation teams, guide architectural design of customer solutions, and collaborate closely with Product, Engineering, and Revenue teams to ensure the platform evolves in alignment with customer needs and business priorities. If you're passionate about building high-performing teams, driving customer impact through data and technology, and shaping the future of sales operations , we'd love to hear from you.

Responsibilities

• Leadership & Strategy
• Define and lead the implementation strategy and operational framework for onboarding and scaling customer deployments.
• Build, mentor, and lead a high-performing implementation team , establishing best practices, processes, and standards for delivery excellence.
• Partner with executive leadership to align customer implementation strategy with company growth and product roadmap priorities .
• Establish KPIs and success metrics for implementation performance, customer outcomes, and operational efficiency.
• Customer & Stakeholder Leadership
• Serve as a senior strategic advisor to executive and senior client stakeholders , guiding customers on how to optimize their sales compensation programs and operational processes.
• Oversee a portfolio of complex and enterprise customer relationships , ensuring successful implementations, renewals, and long-term value realization.
• Develop a deep understanding of each client's business model, revenue strategy, and sales performance management framework .
• Platform Architecture & Implementation Oversight
• Guide the architectural design of customer implementations , translating complex data structures, business rules, and compensation models into scalable platform configurations.
• Oversee the design of commission engine architecture, rules logic, and data pipelines to support accurate and scalable compensation processes.
• Ensure implementations adhere to best practices for data architecture, governance, and system scalability .
• Cross-Functional Collaboration
• Partner closely with Product and Engineering leadership to translate customer needs and implementation insights into product improvements and new platform capabilities.
• Influence the product roadmap by advocating for features that drive automation, scalability, and improved customer outcomes.
• Collaborate with Sales, Customer Success, and Revenue Operations teams to ensure a seamless customer lifecycle experience .
• Sales Performance Management Expertise
• Act as a thought leader in Sales Performance Management (SPM) , advising customers on best practices for:
• incentive compensation plan design
• quota setting
• crediting rules
• commission operations
• payroll processes
• Identify opportunities to improve and modernize customer SPM processes through automation and analytics .

Requirements

• Education or background in Engineering, Commerce, Mathematics, Statistics, or a related analytical field
• 8-12+ years of relevant experience , including leadership experience in implementation, consulting, revenue operations, or analytics-driven SaaS environments
• Experience with Sales Incentive Compensation or Sales Performance Management (SPM) platforms
• Proven experience building and leading implementation or customer operations teams in a SaaS or enterprise technology environment
• Strong experience working with large datasets and complex data architectures
• Deep understanding of system workflows, data modeling, and platform configuration
• Strong analytical mindset with the ability to translate business needs into scalable technical solutions
• Demonstrated ability to lead cross-functional initiatives and influence senior stakeholders
• Excellent organizational, communication, and executive presentation skills
• Advanced proficiency with Excel and analytical tools for data profiling, segmentation, and modeling
• Additional Job Info:
• This position is for an existing vacancy
• What you

Additional Information

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! Director, SPM Implementation

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