The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
New Partner Onboarding Completion Rate
The percentage of new partners you've helped onboard who complete all initial setup tasks within the agreed timeframe.
Target · Achieve >90% completion rate within 30 days of signing. If you onboard 10 new partners this month, 9 of them should have completed all their initial training and paperwork by the end of next month. We're talking about getting their portal access sorted, initial training scheduled, and basic details entered correctly.
Deal Registration Accuracy
The percentage of partner deal registrations you process that are free from errors (e.g., incorrect customer details, wrong product codes).
Target · Maintain <5% error rate on all processed deal registrations. Out of 50 deal registrations you help process in a month, you should catch any mistakes on at least 48 of them before they cause problems. A mistake here can mean a partner doesn't get paid, which is a big deal.
Partner Query Response Time
The average time it takes you to acknowledge and/or resolve basic partner queries (e.g., 'Where do I find X document?', 'How do I register a deal?').
Target · Average response time <24 working hours for initial acknowledgement. If a partner emails you a question on Monday morning, you'll ideally get back to them by Tuesday morning at the latest, even if it's just to say you're looking into it. We don't want partners waiting around.
CRM Data Hygiene Score Contribution
Your contribution to keeping our partner records in Salesforce or HubSpot clean and up-to-date, based on specific data quality checks.
Target · Achieve a personal data hygiene score of >95% on assigned records. We'll run reports on things like missing contact info, outdated partner statuses, or incorrect addresses for the records you manage. You'll want to make sure those are almost perfect.
Organisational Support & Proactiveness
How well you anticipate the needs of your PDM and the wider team, and how organised you keep your own workload.
- Your PDM regularly comments on how helpful you are, you've got a clear system for managing tasks, and you sometimes spot potential issues before being asked to. For instance, you might notice a partner's certification is expiring and flag it to the PDM, rather than waiting for them to realise.
Learning & Development Engagement
Your eagerness to learn new systems, processes, and about the wider partnership landscape.
- You're asking thoughtful questions, actively participating in training sessions, and maybe even suggesting minor improvements to existing processes. You might come to your manager with a question about 'channel conflict' because you overheard a conversation and want to understand it better.
Communication Clarity & Professionalism
How clearly and professionally you communicate with both internal colleagues and external partners, especially in writing.
- Emails you send are clear, concise, and free of errors. Partners respond positively to your communications, and internal team members find your updates easy to understand. You're not afraid to ask for clarification if something isn't clear to you.
Problem-Solving on Routine Issues
Your ability to handle common, straightforward issues independently, knowing when to escalate more complex problems.
- You can troubleshoot basic portal access issues for partners or find standard documents without needing to ask for help every time. When something truly unusual comes up, you'll flag it to your PDM with a clear summary of what you've tried already.
