SMART
Goals
for
Employees
CUST OMER
EXPERIEN CE
OPERAT ION AL
EXCELLEN CE
Close
$
1.2
M
in
new
ARR
in
FY
2026,
with
at
least
35%
of
the
pipeline
self
-
sourced
through
outbound
prospecting
.
Owner
:
Account
Executive
,
Mid
-
Market
·
Measure
:
Closed
-
won
ARR
,
CRM
source
field
·
Cadence
:
Monthly
checkpoint
1
Increase
average
contract
value
from
$
18,400
to
$
24,000
by
attaching
the
Analytics
and
SSO
modules
to
every
multi
-
seat
deal
above
50
licenses
.
Owner
:
Account
Executive
,
Enterprise
·
Measure
:
Average
contract
value
on
closed
-
won
deals
·
Cadence
:
Monthly
2
Reduce
the
average
sales
cycle
from
74
days
to
58
days
by
introducing
a
mutual
action
plan
at
the
discovery
stage
of
every
deal
above
$
25,000.
Owner
:
Sales
Manager
·
Measure
:
Days
from
opportunity
creation
to
closed
-
won
·
Cadence
:
Monthly
3
Lift
gross
renewal
rate
from
88%
to
93%
by
completing
an
executive
business
review
with
every
account
above
$
40,000
ARR
at
least
60
days
before
contract
end
.
Owner
:
Account
Manager
·
Measure
:
Gross
renewal
rate
,
EBR
completion
log
·
Cadence
:
Quarterly
4
Raise
customer
satisfaction
from
4.2
to
4.6
on
a
five
-
point
scale
across
all
support
channels
,
without
letting
average
handle
time
exceed
11
minutes
.
Owner
:
Support
Team
Lead
·
Measure
:
Post
-
ticket
CSAT
survey
, 400+
responses
per
month
·
Cadence
:
Monthly
rolling
average
5
Cut
first
-
response
time
on
Priority
1
tickets
from
6.4
hours
to
2
hours
by
the
end
of
Q
3,
and
hold
it
there
for
three
consecutive
months
.
Owner
:
Support
Operations
·
Measure
:
Median
first
-
response
time
on
P
1
tickets
·
Cadence
:
Weekly
6
Reduce
repeat
-
contact
rate
from
14%
to
8%
by
publishing
or
updating
25
help
-
centre
articles
mapped
to
the
top
recurring
ticket
tags
.
Owner
:
Technical
Writer
/
Knowledge
Manager
·
Measure
:
Repeat
contacts
within
14
days
,
articles
published
·
Cadence
:
Monthly
7
2 / 4
PRODUCT
&
EN G IN EERIN G
QUALIT Y
PEOPLE
,
LEARN IN G
&
DEVELOPMEN T
Reduce
the
monthly
financial
close
from
9
business
days
to
6
by
automating
the
three
largest
recurring
journal
entries
and
eliminating
manual
bank
reconciliation
.
Owner
:
Financial
Controller
·
Measure
:
Business
days
from
cut
-
off
to
published
pack
·
Cadence
:
Monthly
8
Bring
vendor
invoice
processing
errors
below
1.5%
by
introducing
two
-
person
verification
on
every
invoice
above
$
10,000.
Owner
:
Accounts
Payable
Lead
·
Measure
:
Corrected
invoices
as
a
share
of
invoices
processed
·
Cadence
:
Monthly
9
Cut
cloud
spend
per
active
user
by
18%
by
right
-
sizing
the
twelve
most
over
-
provisioned
services
and
retiring
40
orphaned
resources
.
Owner
:
Platform
Engineering
Lead
·
Measure
:
Monthly
infrastructure
cost
÷
monthly
active
users
·
Cadence
:
Monthly
10
Reduce
p
95
API
latency
on
the
ten
highest
-
traffic
endpoints
from
840
ms
to
under
400
ms
by
the
end
of
Q
3.
Owner
:
Backend
Engineer
·
Measure
:
p
95
response
time
at
the
edge
load
balancer
·
Cadence
:
Weekly
11
Raise
automated
test
coverage
from
61%
to
80%
on
the
billing
and
authentication
services
,
with
zero
new
flaky
tests
added
to
CI
.
Owner
:
QA
Engineer
·
Measure
:
Line
coverage
in
CI
,
flaky
-
test
failures
per
week
·
Cadence
:
Bi
-
weekly
12
Deliver
100%
of
committed
roadmap
items
for
the
quarter
,
with
no
more
than
two
scope
changes
approved
by
the
product
council
.
Owner
:
Product
Manager
·
Measure
:
Committed
items
shipped
÷
committed
items
planned
·
Cadence
:
Quarterly
13
Complete
four
certified
courses
in
the
role
'
s
specialisation
and
pass
at
least
one
certification
exam
before
the
annual
review
.
Owner
:
Individual
contributor
,
any
function
·
Measure
:
Certificates
issued
,
exam
result
·
Cadence
:
Quarterly
14
3 / 4
LEADERSHIP
&
COLLABORAT ION
COMPLIAN CE
&
PERSON AL
EFFECT IVEN ESS
Mentor
two
junior
teammates
through
a
structured
12-
week
programme
,
with
each
mentee
independently
delivering
one
production
-
ready
project
by
the
end
of
the
cycle
.
Owner
:
Senior
Engineer
/
Senior
Specialist
·
Measure
:
Mentee
deliverables
shipped
,
programme
completion
·
Cadence
:
Monthly
15
Reduce
voluntary
attrition
on
the
team
from
14%
to
under
9%
by
running
monthly
career
-
path
conversations
and
documenting
a
growth
plan
for
every
direct
report
.
Owner
:
People
Manager
·
Measure
:
Trailing
-12-
month
voluntary
attrition
,
plans
filed
in
HR
system
·
Cadence
:
Quarterly
16
Run
a
weekly
30-
minute
cross
-
functional
sync
that
reduces
average
decision
turnaround
on
shared
blockers
from
5
days
to
2.
Owner
:
Team
Lead
/
Programme
Manager
·
Measure
:
Median
days
from
blocker
raised
to
decision
recorded
·
Cadence
:
Monthly
17
Deliver
written
quarterly
business
reviews
to
all
stakeholder
teams
within
five
business
days
of
quarter
close
,
with
no
follow
-
up
clarification
requests
.
Owner
:
Department
Head
·
Measure
:
Publish
date
,
clarification
requests
received
·
Cadence
:
Quarterly
18
Reach
100%
completion
on
mandatory
compliance
training
for
the
whole
team
two
weeks
before
the
company
-
wide
deadline
,
in
all
four
quarters
.
Owner
:
People
Manager
·
Measure
:
Completion
rate
in
the
learning
platform
·
Cadence
:
Quarterly
19
Cut
recurring
unplanned
meeting
hours
from
11
per
week
to
6
by
converting
status
updates
to
written
form
and
protecting
two
half
-
days
per
week
for
focused
work
.
Owner
:
Any
individual
contributor
·
Measure
:
Calendar
hours
tagged
as
recurring
and
agenda
-
less
·
Cadence
:
Weekly
20
4 / 4
