KPI and KRA - not able to get his key performance indicators. How to measure his performance?

1 Responsible for supporting sales activities, demo including technical sales, technical support, and customer communication.
2 Preparing and developing technical presentations to explain our company's products and services to customers.
3 Researching, developing and modifying products to meet customers' technical requirements and needs.
4 Helping customers who have problems with installed products and recommending improved or upgraded materials and machinery.
5 Prepare catalogue of all devices and make videos for company you tube channel for client better understanding.
6 Give training to clients of the products on their office premises (all over the India ) and through online also.
7 Manage all type of data regarding the sales like device sales date, renewal date, firmwares, APK files of the devices etc (devices & client wise).
8 Prepare devices as per standard specs and as per tender specs also from our backend software developer team.(any type of modification as per any new tender specs).
9 Design, configure and test custom servers and many IP products as per the tender and install in there premises and give presentation and demonstration to them
10 Give support to achieving sales goals.
11 Identifying areas for improvement and communicating these issues as well as possible solutions to upper management.
12 Work with commercial/government clients to identify their technological and software needs
13 Providing training to other members of the marketing, sales & support team on the technical aspects of the company's products and services.
14 Work in sync with the product development team and develop sustainable and commercially viable products.
15 identify bugs and share to developer team to modify as per our suggestions
16 Soliciting and logging client feedback and evaluating the data to improve products and to create new sales and marketing strategies to target customers.

These are the responsibilities of pre-sales engineer of our company.. I am not able to get his key performance indicators. How to measure his performance?

Dear Shruti Arora,

Just by reading the Job Descriptions (JDs), the KPIs and KRAs cannot be designed. To do so, one is required to sit with the employee and his or her HOD to understand the job. During the discussion, we need to understand what is input to this position and what output he or she gives. Based on the drivers of KRAs, the output is measured. This is a long-drawn exercise and it could take more than two hours.

Thanks,

Dinesh Divekar

Dear Shruti-Arora,

To measure the performance of a pre-sales engineer, you can develop Key Performance Indicators (KPIs) that align with their responsibilities and the goals of your organization. Here's a set of KPIs that could be relevant:

1. Technical Knowledge and Expertise
Number of Technical Presentations Delivered: Track the number of successful technical presentations and demos provided to customers.
Training Effectiveness: Measure client satisfaction with training sessions (through feedback surveys) and the number of client issues post-training.
2. Customer Support and Communication
Customer Satisfaction Score: Collect feedback from customers after technical support interactions to gauge satisfaction levels.
Response Time to Customer Queries: Measure the average time taken to respond to and resolve customer queries or issues.
3. Product Development and Customization
Product Customization Success Rate: Evaluate the success rate of customized products meeting customer needs (measured by customer feedback or repeat orders).
Bug Identification and Resolution Rate: Track the number of bugs identified and successfully communicated to the development team for resolution.
4. Sales Support
Contribution to Sales Goals: Measure the impact of pre-sales activities on achieving overall sales targets (e.g., percentage of sales influenced by pre-sales engineer).
Lead Conversion Rate: Evaluate the percentage of leads that convert to sales after pre-sales engagement.
5. Data Management
Accuracy and Timeliness of Data Management: Assess the accuracy and timeliness of managing sales data, firmware updates, and other relevant technical data.
6. Innovation and Continuous Improvement
Implementation of Client Feedback: Track how effectively client feedback is used to improve products or develop new features.
Number of Process Improvement Suggestions: Measure the number and quality of suggestions made to improve processes or products.
7. Collaboration and Teamwork
Internal Training Sessions Conducted: Track the number of internal training sessions provided to sales, marketing, and support teams.
Cross-Functional Collaboration: Evaluate the effectiveness of collaboration with the product development team (measured by project completion success, timeliness, etc.).
These KPIs can be tailored to your specific business needs and used to create a balanced scorecard that measures the performance of your pre-sales engineer across different dimensions.

Thanks

Dear Shruti Arora,

This post is a follow-up to my previous post. To clarify the concept of PMS, I uploaded videos on YouTube several years ago. The links to the videos are as below:

https://www.youtube.com/watch?v=fTe8Pu6yioo

https://www.youtube.com/watch?v=NMEjMQzYVSs&t=1s

Designing KRAs may appear simple, but it is not so. One has to take the guidance from the expert. Implementation of half-baked ideas does not give full results. The important thing to be kept in mind is to measure the output and not the input (which is effort). While measuring the output, one has to measure the costs and ratios associated with the business or the department.

Thanks,

Dinesh Divekar

Dear Ms. Shruti

KRA / KPI is based on what you want him to achieve.
Your Job description above has a wide range of activities. You need to decide which of them are important and measurable and use those as KPIs. For others then, you will need to find a way to get him to focus / execute also as he will not bother with things that do not contribute to his KPI and therefore his bonus / increment.

Mostly it is going to be based either on number of meetings / connect / demos he conducts, or it could be linked to sales that come from his demos and meetings.

His bosses and the company management together needs to decide on this.
And remember, it can be changed from time to time as the focus and requirement of the company changes.