--000000000000a51216064b493326 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hey Chuck, Thanks for laying this out clearly. I will review these expectations closely. I am looking forward to accomplishing these goals and moving into the CSM role. Thank you again. *Sincerely, * *Jessica Groen* Scheduling Manager | TheKey Office: 403.301.3777 On Fri, Feb 20, 2026 at 3:42=E2=80=AFPM Chuck Terlesky wrote: > Hi Jessica, > > As we move forward with your new role starting on March 9th, I wanted to > take a moment to outline the key areas of focus and how we=E2=80=99ll ass= ess your > progress over the next six months. These areas are critical not only for > your development but also for potential consideration for a raise in the > near future. > > Here are the specific areas we'll be focusing on: > > 1. > > *Assessment of Closed Clients* > Your ability to convert assessments into clients is essential. We > expect you to convert at least 80% of your assessments into clients. F= or > example, if you conduct 10 assessments and successfully close 8 of the= m, > it would demonstrate a high level of effectiveness in your approach. > 2. > > *Client Retention* > This involves maintaining relationships with clients and ensuring they > stay with us for more than 4 months or increase their hours due to > additional services. For example, if a client maintains or increases t= heir > hours because they=E2=80=99re satisfied with the services you're provi= ding, it=E2=80=99s a > sign you=E2=80=99re fostering strong, long-term relationships. > 3. > > *Polished Communication* > This refers to how clearly and professionally you communicate with > clients. If you're able to answer difficult client questions without > hesitation, explain the core benefits of Thekey and not ask Shawntel > or me for clarification when needed, it demonstrates strong, polished > communication. > 4. > > *Intake Calls* > We will use CallRail to review your intake calls and assess your > ability to effectively close clients. Your ability to engage prospects= and > articulate our offerings clearly and confidently will be key to this > assessment. > 5. > > *Customer Service* > We will monitor your Medallia scores from clients to assess your > customer service. High satisfaction ratings reflect that you=E2=80=99r= e providing > the level of care and responsiveness that we expect from our team. > 6. > > *Service Level Agreement (SLA) Compliance* > Your ability to meet the Service Level Agreement (SLA) is crucial. > This includes consistently hitting your SLA targets and ensuring that > client visits are documented and scheduled in your calendar on a weekl= y > /monthly basis. > > Finally, *documentation* plays a significant role in your success. > Keeping accurate, detailed records of client interactions, sales processe= s, > and follow-ups will be crucial in demonstrating your impact and securing = a > potential raise. > > I=E2=80=99m confident that with your d