The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
SLA Adherence for Standard Requests
This is about how quickly you turn around common requests like pulling reports, generating quotes, or updating CRM records.
Target · 95% of standard requests completed within 4 working hours.An AE asks for a standard pricing quote at 10 AM. You get it back to them by 2 PM the same day. Or, they need a specific report by end of day, and you deliver it well before the deadline.
CRM Data Accuracy
We're talking about the cleanliness of the data you're responsible for entering or updating in Salesforce. Typos, incorrect fields, missing information—that all counts.
Target · Less than 2% error rate on manual CRM entries and updates.Out of 100 new contacts or opportunities you've updated, only one or two have a missing phone number or an incorrectly assigned lead source. We'll run reports to catch these.
Task Throughput
This measures the volume of support tasks you're able to complete in a typical day, showing your efficiency and ability to manage a workload.
Target · Completes an average of 15-20 support tickets or requests per day.You might process 5 quote requests, update 8 CRM records, pull 3 reports, and help 4 AEs with minor system queries, hitting your daily average.
AE Administrative Time Saved
This is a bit harder to quantify directly, but it's about how much time you save the AEs by taking on their admin burden. We'll track this through AE feedback and time estimates.
Target · Contributes to AEs saving a collective 5-10 hours per week on non-selling activities.If AEs report spending less time on CRM updates or report generation because you're handling it, that's a win. We'll ask them directly how much time they feel you've given back to them.
AE Trust and Satisfaction
This is about how much the Account Executives you support trust your work and value your help. Are they coming to you first? Do they give positive feedback?
- AEs consistently come to you directly for support, rather than escalating to your manager. They give unsolicited positive feedback to you or your manager. They'll tell us you're a lifesaver. You're seen as a reliable and indispensable part of their success.
Process Adherence and Improvement Suggestions
It's not just about following the rules yourself, but also gently nudging others to do the same and spotting ways to make things better. You're the guardian of our sales process.
- You consistently follow established sales processes and CRM guidelines. You proactively identify instances where AEs aren't following the process and politely remind them. You suggest specific, actionable improvements to existing support workflows or data entry procedures, even if they're small.
Proactive Support and Anticipation of Needs
Instead of just waiting for requests, you're thinking ahead. What will the AEs need next week? What reports will their managers ask for?
- You prepare routine reports or materials (e.g., QBR templates) before being asked. You notice patterns in requests and suggest ways to automate or pre-empt them. You'll flag potential issues (like upcoming contract renewals) to AEs before they become urgent.
Problem Solving and Initiative
When you hit a snag, do you just stop, or do you try to figure it out? This is about showing you can tackle routine problems on your own before escalating.
- You troubleshoot common CRM errors or reporting discrepancies independently. You propose solutions to minor operational challenges rather than just pointing out problems. You'll try a few things before coming to your manager with 'I don't know what to do'.
