It’s so cool how companies are using competency models to build super-strong teams.

I mean who doesn’t love having a clear roadmap for success? And guess what? I’ve got a massive list of 50+ functional competencies you can use to build your own awesome models.

Ready to build a kick-ass team? 💪 These functional competencies are like the secret sauce to building a company that’s both successful AND a place people actually want to work. Get your free copy of 50+ examples! Let’s make this happen!

Table of Contents

Why Functional Competencies Are Game-Changers

Functional competencies are like the secret sauce that makes your company’s recipe for success taste amazing.

They’re the skills knowledge and abilities that people need to do their jobs exceptionally well.

Think of them as the ingredients that make each role sing from sales to design to engineering.

Here’s the thing: defining these competencies isn’t just about ticking boxes.

It’s about giving everyone a clear understanding of what excellence looks like in their role.

It helps you:

Hire the right people: Knowing the core competencies for each role lets you find candidates who already possess the skills you need. This saves you time and money in the long run.
Develop your team: Once you have a strong competency framework you can design training and development programs that specifically target the areas where your team needs to grow.
Measure performance: When everyone understands what’s expected of them it’s much easier to track progress and recognize achievements.

50+ Functional Competencies Examples Sorted by Department

Let’s dive deep into the world of functional competencies broken down by department.

I’ve got a ton of examples to get you started and I’ve even included different proficiency levels so you can tailor them to your specific needs.

Sales Functional Competencies

Sales is the lifeblood of any business right? So it’s crucial to have rockstar sales teams who are driven adaptable and ready to close deals.

Here are some key competencies for sales professionals:

1. Sales Strategy & Planning:

Basic: Understands the basics of sales planning and can contribute to the overall strategy.
Intermediate: Develops and executes sales plans aligned with company goals.
Competent: Creates and implements effective sales strategies leveraging market insights and data analytics.
Advanced: Analyzes market trends and competitor landscape to develop strategic sales initiatives.
Expert: Develops and leads innovative sales strategies that drive significant market penetration and growth.

2. Lead Generation:

Basic: Utilizes basic techniques for lead generation such as networking and cold calling.
Intermediate: Leverages social media and other online platforms for lead generation.
Competent: Implements effective lead generation campaigns using various channels including digital marketing and content marketing.
Advanced: Optimizes lead generation strategies based on data analysis and A/B testing.
Expert: Develops and executes comprehensive lead generation programs that drive substantial lead volume and conversion rates.

3. Prospecting & Qualification:

Basic: Identifies potential customers through basic research and referrals.
Intermediate: Uses effective communication techniques to qualify leads and build relationships.
Competent: Conducts in-depth prospect research and qualification using various tools and methodologies.
Advanced: Develops and implements personalized prospecting strategies based on deep customer understanding.
Expert: Masterfully navigates complex sales cycles effectively qualifying and nurturing high-potential prospects.

4. Sales Closing & Negotiation:

Basic: Utilizes basic closing techniques and negotiates simple agreements.
Intermediate: Applies effective negotiation skills to secure deals and achieve mutually beneficial outcomes.
Competent: Masterfully closes deals using advanced negotiation tactics confidently handling objections and driving commitment.
Advanced: Leverages persuasion techniques and strategic thinking to achieve complex sales agreements.
Expert: Negotiates complex and high-value deals with exceptional skill consistently exceeding expectations.

5. Product Knowledge:

Basic: Has a basic understanding of the product and its features.
Intermediate: Can effectively communicate product features and benefits to customers.
Competent: Demonstrates deep knowledge of the product including technical specifications use cases and value propositions.
Advanced: Develops and delivers compelling product demonstrations and presentations.
Expert: Serves as a product evangelist confidently addressing complex customer inquiries and overcoming objections.

6. Market & Customer Understanding:

Basic: Understands basic market trends and customer demographics.
Intermediate: Analyzes market data and customer feedback to gain insights into their needs and preferences.
Competent: Develops a deep understanding of the target market including competitor landscape market dynamics and customer behavior.
Advanced: Identifies emerging market trends and opportunities to develop strategic sales initiatives.
Expert: Possesses a comprehensive understanding of the market including its complexities challenges and potential for growth.

7. Sales Communication & Relationship Building:

Basic: Communicates effectively with customers in a clear and concise manner.
Intermediate: Builds strong relationships with customers through active listening and effective communication.
Competent: Develops and implements strategies for building rapport and trust with customers.
Advanced: Manages complex customer relationships proactively addressing their needs and exceeding their expectations.
Expert: Establishes deep and lasting customer relationships acting as a trusted advisor and advocate.

8. Sales Team Collaboration:

Basic: Participates in team meetings and shares information with colleagues.
Intermediate: Collaborates with team members to develop and execute sales strategies.
Competent: Effectively communicates and coordinates with team members to achieve sales targets.
Advanced: Contributes to a positive and collaborative team environment fostering open communication and teamwork.
Expert: Leads and inspires the sales team fostering a culture of high performance and continuous improvement.

Marketing Functional Competencies

Marketing is all about creating buzz connecting with customers and telling a compelling story.

Here are some essential competencies that make a great marketer:

1. Marketing Strategy & Planning:

Basic: Understands the basics of marketing planning and can contribute to the overall strategy.
Intermediate: Develops and executes marketing plans aligned with company goals.
Competent: Creates and implements effective marketing strategies leveraging market insights and data analytics.
Advanced: Analyzes market trends and competitor landscape to develop strategic marketing initiatives.
Expert: Leads and directs the development and execution of innovative marketing strategies that drive significant market share and brand growth.

2. Brand Management:

Basic: Understands the brand identity and messaging.
Intermediate: Develops and implements strategies for maintaining brand consistency across all channels.
Competent: Creates and manages a robust brand strategy that aligns with business objectives resonates with target audiences and establishes a differentiated market presence.
Advanced: Evolves and refines the brand strategy based on market feedback and evolving customer needs.
Expert: Stewards and nurtures the brand ensuring its longevity and relevance in a dynamic marketplace.

3. Content Marketing:

Basic: Creates basic content such as blog posts and social media updates.
Intermediate: Develops and executes content marketing strategies to attract engage and convert target audiences.
Competent: Creates high-quality content that is relevant engaging and optimized for search engines.
Advanced: Develops and manages a comprehensive content calendar aligning content with business objectives and marketing campaigns.
Expert: Leads the development and execution of innovative content marketing programs that generate significant audience engagement and business results.

4. Digital Marketing:

Basic: Utilizes basic digital marketing tools and techniques.
Intermediate: Develops and executes digital marketing campaigns across various channels including search engine optimization (SEO) pay-per-click (PPC) and social media advertising.
Competent: Analyzes digital marketing data to optimize campaigns and measure ROI.
Advanced: Develops and implements complex digital marketing strategies that leverage emerging technologies and trends.
Expert: Leads and directs the execution of sophisticated digital marketing programs that drive significant customer acquisition and business growth.

5. Social Media Marketing:

Basic: Uses social media platforms to share content and engage with audiences.
Intermediate: Develops and implements social media marketing strategies to promote the brand build community and drive conversions.
Competent: Analyzes social media data to measure campaign performance and optimize strategies.
Advanced: Develops and executes social media marketing campaigns that leverage emerging trends and platforms.
Expert: Leads and directs the execution of innovative social media marketing programs that generate significant audience engagement and drive business results.

6. Email Marketing:

Basic: Creates and sends basic email newsletters.
Intermediate: Develops and executes email marketing campaigns to engage audiences nurture leads and drive conversions.
Competent: Analyzes email marketing data to optimize campaigns and personalize content.
Advanced: Develops and implements automated email marketing workflows to improve efficiency and engagement.
Expert: Leads and directs the execution of sophisticated email marketing programs that generate high open rates click-through rates and conversions.

7. Marketing Analytics:

Basic: Understands basic marketing metrics and can analyze data to identify trends.
Intermediate: Uses data analytics tools to measure campaign performance and track ROI.
Competent: Interprets and communicates marketing data to stakeholders to inform decision-making.
Advanced: Develops and implements data-driven marketing strategies that optimize campaigns and drive business growth.
Expert: Leads and directs the development and implementation of advanced marketing analytics programs to gain deep insights and drive strategic decision-making.

8. Marketing Collaboration:

Basic: Collaborates with team members to develop and execute marketing plans.
Intermediate: Communicates effectively with other departments to ensure marketing campaigns align with company goals.
Competent: Fosters strong relationships with internal and external stakeholders to optimize marketing initiatives.
Advanced: Leads cross-functional teams to develop and implement integrated marketing campaigns that drive business results.
Expert: Builds and fosters strategic partnerships to expand marketing reach and create new opportunities for growth.

Design Functional Competencies

Design isn’t just about making things pretty.

It’s about creating experiences that are both functional and visually appealing.

Here are some key competencies that make a designer stand out:

1. Visual Design & Aesthetics:

Basic: Possesses a basic understanding of visual design principles and can create simple designs.
Intermediate: Creates visually appealing designs that are consistent with brand guidelines.
Competent: Develops innovative and engaging visual designs that effectively communicate messages and meet user needs.
Advanced: Demonstrates exceptional mastery of visual design principles and techniques creating high-impact designs that elevate the user experience.
Expert: Leads and directs the development of visually stunning design systems that establish a strong brand identity and enhance user engagement.

2. User Experience (UX) Design:

Basic: Understands basic UX principles and can conduct user research to gather feedback.
Intermediate: Creates user interfaces that are intuitive and easy to use.
Competent: Develops user-centered design solutions that meet user needs and improve usability.
Advanced: Applies advanced UX methodologies and tools to create highly engaging and effective user experiences.
Expert: Leads and directs the development of innovative UX design strategies that drive user adoption and satisfaction.

3. Graphic Design:

Basic: Creates simple graphics using basic design software.
Intermediate: Designs effective graphics for various purposes such as marketing materials presentations and social media.
Competent: Develops high-quality graphics that are visually appealing informative and engaging.
Advanced: Masters complex design software and techniques creating exceptional graphics that elevate the user experience.
Expert: Leads and directs the development of comprehensive graphic design systems that ensure brand consistency and enhance user engagement.

4. Branding & Identity:

Basic: Understands the basics of brand identity and can apply brand guidelines to design projects.
Intermediate: Creates visual elements that contribute to a consistent brand identity across various platforms.
Competent: Develops and implements a comprehensive branding strategy that establishes a strong brand presence and resonates with target audiences.
Advanced: Masterfully blends design elements and brand messaging to create a cohesive brand identity that drives user loyalty.
Expert: Leads and directs the development of innovative brand strategies that solidify the brand’s position in the marketplace and drive long-term growth.

5. Design Research:

Basic: Conducts basic user research to gather feedback on design concepts.
Intermediate: Analyzes user data to inform design decisions and improve the user experience.
Competent: Conducts in-depth user research to understand user needs behaviors and preferences.
Advanced: Utilizes advanced research methodologies and tools to gain deep insights into the user experience.
Expert: Leads and directs the development of comprehensive research programs that inform design decisions and drive user satisfaction.

6. Design Communication & Collaboration:

Basic: Communicates design concepts clearly and effectively to stakeholders.
Intermediate: Collaborates with team members to develop and implement design solutions.
Competent: Presents design ideas effectively using storytelling and visual aids to convey the value proposition.
Advanced: Leads design discussions and provides constructive feedback to team members.
Expert: Fosters a collaborative design culture that promotes innovation creativity and user-centered thinking.

7. Design Technology & Software:

Basic: Has a basic understanding of design software and tools.
Intermediate: Proficiently uses design software to create various design deliverables.
Competent: Masters multiple design software programs and tools demonstrating expertise in design technology.
Advanced: Keeps abreast of emerging design technologies and incorporates them into design workflows.
Expert: Leads and directs the development and implementation of innovative design technology strategies that enhance design efficiency and quality.

HR Functional Competencies

HR is the backbone of any successful company.

These are the skills and competencies that keep your company’s workforce engaged productive and happy:

1. Talent Acquisition & Recruitment:

Basic: Understands the basics of recruiting and can source candidates through basic channels.
Intermediate: Develops and implements effective recruitment strategies to attract and hire top talent.
Competent: Conducts comprehensive candidate assessments utilizing various tools and techniques.
Advanced: Leverages data and analytics to optimize recruitment processes and improve hiring outcomes.
Expert: Leads and directs the development and implementation of innovative talent acquisition strategies that attract and retain a high-performing workforce.

2. Employee Onboarding & Development:

Basic: Conducts basic onboarding for new employees.
Intermediate: Develops and implements effective onboarding programs to ensure new hires successfully transition into their roles.
Competent: Identifies training and development needs creating and delivering programs to enhance employee skills and knowledge.
Advanced: Leverages learning technologies and innovative training methods to drive employee growth and development.
Expert: Leads and directs the development and implementation of comprehensive employee development programs that support career growth and organizational success.

3. Performance Management & Evaluation:

Basic: Conducts basic performance reviews.
Intermediate: Develops and implements performance management systems to track employee progress and provide feedback.
Competent: Conducts performance reviews using objective criteria and provides constructive feedback.
Advanced: Utilizes performance data to identify areas for improvement and develop personalized development plans.
Expert: Leads and directs the development and implementation of high-impact performance management systems that drive employee engagement productivity and growth.

4. Employee Relations & Engagement:

Basic: Handles basic employee relations issues.
Intermediate: Cultivates positive relationships with employees and addresses concerns.
Competent: Promotes a positive and inclusive work environment that fosters employee engagement and well-being.
Advanced: Develops and implements strategies to enhance employee engagement and satisfaction.
Expert: Leads and directs the development of a thriving organizational culture that attracts retains and motivates a high-performing workforce.

5. Compensation & Benefits:

Basic: Understands the basics of compensation and benefits programs.
Intermediate: Develops and administers compensation and benefits programs that are competitive and aligned with company goals.
Competent: Conducts salary surveys and analyzes compensation data to ensure fair and competitive pay practices.
Advanced: Develops and implements innovative compensation and benefits strategies that attract and retain top talent.
Expert: Leads and directs the development and implementation of strategic compensation and benefits programs that align with organizational goals and drive business results.

6. HR Compliance & Legal:

Basic: Understands basic HR laws and regulations.
Intermediate: Ensures compliance with all relevant HR laws and regulations.
Competent: Provides guidance and support to managers on HR compliance issues.
Advanced: Stays abreast of evolving HR laws and regulations and implements strategies to ensure compliance.
Expert: Leads and directs the development and implementation of comprehensive HR compliance programs that protect the organization and its employees.

7. HR Technology & Systems:

Basic: Utilizes basic HR software and systems.
Intermediate: Administers HR systems and processes efficiently and effectively.
Competent: Implements HR technology solutions to automate processes and improve efficiency.
Advanced: Stays abreast of emerging HR technologies and leverages them to enhance the employee experience.
Expert: Leads and directs the development and implementation of innovative HR technology strategies that drive efficiency engagement and growth.

8. HR Strategy & Business Acumen:

Basic: Understands the company’s business goals and objectives.
Intermediate: Aligns HR strategies with the company’s overall business strategy.
Competent: Develops and implements HR strategies that support business goals and drive organizational performance.
Advanced: Uses HR data and analytics to measure HR programs’ impact on business outcomes.
Expert: Leads and directs the development and implementation of strategic HR initiatives that contribute to organizational success.

Engineering Functional Competencies

Engineering is all about building things from software applications to physical structures.

Here are some competencies that make a great engineer:

1. Technical Expertise:

Basic: Possesses a basic understanding of engineering principles and concepts.
Intermediate: Applies technical knowledge to solve engineering problems.
Competent: Demonstrates a deep understanding of engineering principles and concepts effectively applying them to complex projects.
Advanced: Keeps abreast of emerging technologies and applies advanced engineering principles to develop innovative solutions.
Expert: Leads and directs the development and implementation of cutting-edge engineering solutions that push the boundaries of innovation.

2. Problem-Solving & Analytical Skills:

Basic: Identifies and analyzes simple engineering problems.
Intermediate: Develops and implements solutions to engineering problems.
Competent: Analyzes complex engineering problems applying critical thinking and analytical skills to develop innovative solutions.
Advanced: Leverages data and analytics to identify root causes of engineering problems and develop effective solutions.
Expert: Leads and directs the development of comprehensive problem-solving frameworks that drive continuous improvement and innovation.

3. Design & Development:

Basic: Creates simple engineering designs.
Intermediate: Designs and develops engineering solutions that meet specifications and requirements.
Competent: Develops robust and efficient engineering designs that optimize performance and reliability.
Advanced: Applies advanced design principles and methodologies to develop innovative and high-performance engineering solutions.
Expert: Leads and directs the development of cutting-edge engineering designs that push the boundaries of innovation and deliver exceptional results.

4. Project Management & Execution:

Basic: Contributes to engineering projects.
Intermediate: Manages small engineering projects and tasks.
Competent: Effectively manages complex engineering projects ensuring timely delivery within budget and to specifications.
Advanced: Applies advanced project management methodologies and tools to optimize project execution and drive success.
Expert: Leads and directs the implementation of large-scale engineering projects ensuring on-time delivery budget compliance and quality assurance.

5. Collaboration & Communication:

Basic: Communicates effectively with team members on engineering projects.
Intermediate: Collaborates with other engineers and stakeholders to develop and implement engineering solutions.
Competent: Communicates complex technical information clearly and concisely to both technical and non-technical audiences.
Advanced: Leads design reviews and provides constructive feedback to team members.
Expert: Fosters a collaborative engineering culture that promotes open communication knowledge sharing and innovation.

6. Engineering Standards & Compliance:

Basic: Understands basic engineering standards and best practices.
Intermediate: Adheres to relevant engineering standards and regulations.
Competent: Ensures engineering designs and solutions meet industry standards and regulations.
Advanced: Keeps abreast of evolving engineering standards and regulations incorporating them into design and development processes.
Expert: Leads and directs the development and implementation of comprehensive engineering compliance programs that ensure the safety and quality of engineering solutions.

7. Engineering Software & Tools:

Basic: Utilizes basic engineering software and tools.
Intermediate: Proficiently uses engineering software and tools to design analyze and simulate engineering solutions.
Competent: Masters multiple engineering software programs and tools demonstrating expertise in engineering technology.
Advanced: Keeps abreast of emerging engineering technologies and incorporates them into design and development workflows.
Expert: Leads and directs the development and implementation of innovative engineering technology strategies that enhance engineering efficiency and quality.

Product Management Functional Competencies

Product management is all about building products that people love.

It’s a blend of strategic thinking user empathy and technical savvy.

Here are some core competencies for product managers:

1. Product Vision & Strategy:

Basic: Understands the company’s product vision and can contribute to the product strategy.
Intermediate: Develops and communicates a clear product vision and strategy aligned with the company’s goals.
Competent: Creates a comprehensive product roadmap that prioritizes features and releases based on market research customer feedback and business objectives.
Advanced: Develops and implements innovative product strategies that drive market growth and differentiation.
Expert: Leads and directs the development and implementation of strategic product initiatives that align with the company’s overall vision and drive long-term success.

2. Market & Customer Research:

Basic: Conducts basic market research to understand customer needs.
Intermediate: Analyzes market data and customer feedback to identify opportunities and address pain points.
Competent: Conducts in-depth market research and customer analysis to understand customer needs behaviors and preferences.
Advanced: Develops and implements comprehensive research programs to gain deep insights into the market and customer dynamics.
Expert: Leads and directs the development and implementation of strategic market research programs that inform product development and drive customer satisfaction.

3. Product Requirements & Development:

Basic: Defines basic product requirements.
Intermediate: Creates detailed product requirements documents and collaborates with engineers to develop product solutions.
Competent: Translates user needs and market insights into actionable product requirements ensuring alignment with business goals.
Advanced: Develops and implements agile product development processes that optimize product development cycles and ensure high-quality deliverables.
Expert: Leads and directs the development and implementation of innovative product development strategies that drive continuous improvement and deliver exceptional products.

4. Product Launch & Marketing:

Basic: Participates in product launch activities.
Intermediate: Develops and implements product launch plans to ensure successful market introduction.
Competent: Collaborates with marketing and sales teams to develop effective product launch strategies that drive customer adoption.
Advanced: Analyzes product launch data to measure performance and optimize launch strategies.
Expert: Leads and directs the execution of high-impact product launches that drive significant market penetration and customer engagement.

5. Product Analysis & Metrics:

Basic: Understands basic product metrics and can analyze data to identify trends.
Intermediate: Uses data analysis tools to track product performance and measure key metrics.
Competent: Interprets product data to identify areas for improvement and make data-driven decisions.
Advanced: Develops and implements data-driven product strategies that optimize product performance and drive business growth.
Expert: Leads and directs the development and implementation of advanced product analytics programs to gain deep insights and drive strategic decision-making.

6. Product Collaboration & Communication:

Basic: Communicates effectively with engineering marketing and sales teams.
Intermediate: Collaborates with cross-functional teams to develop and launch successful products.
Competent: Communicates product vision strategy and roadmap to stakeholders.
Advanced: Builds strong relationships with stakeholders and effectively manages expectations.
Expert: Leads and directs the development and implementation of effective communication strategies that ensure alignment across all departments.

7. Product Innovation & Improvement:

Basic: Identifies opportunities for product improvement.
Intermediate: Develops and implements product enhancements based on customer feedback and market trends.
Competent: Leads product innovation efforts developing new features and functionalities to enhance the user experience.
Advanced: Stays abreast of emerging technologies and trends incorporating them into product development and innovation initiatives.
Expert: Leads and directs the development and implementation of innovative product roadmaps that drive continuous improvement and deliver exceptional products.

Finance & Accounting Functional Competencies

Finance is the engine that keeps the company running smoothly.

Here are some competencies for finance professionals:

1. Financial Planning & Analysis (FP&A):

Basic: Understands basic financial principles and concepts.
Intermediate: Develops and analyzes financial forecasts and budgets.
Competent: Conducts comprehensive financial analysis identifying trends and insights to inform decision-making.
Advanced: Develops and implements sophisticated financial models to forecast future performance and assess risk.
Expert: Leads and directs the development and implementation of strategic FP&A programs that drive business growth and profitability.

2. Accounting & Reporting:

Basic: Understands basic accounting principles and procedures.
Intermediate: Prepares and analyzes financial statements and reports.
Competent: Maintains accurate and timely accounting records ensuring compliance with accounting standards and regulations.
Advanced: Develops and implements automated accounting processes to improve efficiency and accuracy.
Expert: Leads and directs the development and implementation of comprehensive accounting systems that ensure financial integrity and support strategic decision-making.

3. Financial Management & Control:

Basic: Understands the basics of financial management.
Intermediate: Manages cash flow and working capital.
Competent: Develops and implements financial controls to ensure compliance with policies and procedures.
Advanced: Utilizes advanced financial modeling and analysis techniques to optimize financial performance and manage risk.
Expert: Leads and directs the development and implementation of strategic financial management programs that ensure financial stability and drive long-term growth.

4. Taxation & Compliance:

Basic: Understands basic tax principles and regulations.
Intermediate: Prepares and files tax returns ensuring compliance with tax laws and regulations.
Competent: Advises on tax planning and compliance issues.
Advanced: Stays abreast of evolving tax laws and regulations implementing strategies to minimize tax liability.
Expert: Leads and directs the development and implementation of comprehensive tax planning and compliance programs that optimize tax strategies and minimize risk.

5. Investment & Funding:

Basic: Understands the basics of investment and funding strategies.
Intermediate: Evaluates investment opportunities and sources funding.
Competent: Develops and implements investment strategies that align with business goals and risk tolerance.
Advanced: Negotiates financing terms and structures debt and equity financing.
Expert: Leads and directs the development and implementation of strategic investment and funding programs that drive business growth and value creation.

6. Financial Communication & Reporting:

Basic: Communicates financial information clearly and concisely.
Intermediate: Prepares and presents financial reports to stakeholders.
Competent: Interprets and communicates complex financial information to both financial and non-financial audiences.
Advanced: Develops and implements effective communication strategies to ensure financial transparency and accountability.
Expert: Leads and directs the development and implementation of comprehensive financial communication and reporting programs that enhance stakeholder understanding and drive informed decision-making.

7. Financial Analysis & Forecasting:

Basic: Conducts basic financial analysis to identify trends.
Intermediate: Develops and analyzes financial forecasts and projections.
Competent: Uses advanced financial modeling techniques to forecast future performance and assess risk.
Advanced: Develops and implements sophisticated financial analysis programs to identify opportunities and mitigate risks.
Expert: Leads and directs the development and implementation of strategic financial analysis programs that drive informed decision-making and optimize financial performance.

Customer Success Functional Competencies

Customer success is all about building long-term relationships with customers.

These are the skills and competencies that ensure customer satisfaction and loyalty:

1. Customer Relationship Management (CRM):

Basic: Utilizes basic CRM tools and techniques.
Intermediate: Manages customer accounts and relationships.
Competent: Develops and implements CRM strategies to enhance customer engagement and satisfaction.
Advanced: Leverages data analytics and CRM tools to identify customer needs and improve the customer experience.
Expert: Leads and directs the development and implementation of strategic CRM programs that drive customer retention and loyalty.

2. Customer Onboarding & Adoption:

Basic: Conducts basic customer onboarding.
Intermediate: Develops and implements effective onboarding programs to ensure customers successfully adopt products or services.
Competent: Provides ongoing support and guidance to customers to ensure successful product adoption and maximize value.
Advanced: Leverages data and analytics to identify customer adoption patterns and optimize onboarding processes.
Expert: Leads and directs the development and implementation of strategic customer onboarding programs that drive customer success and enhance the overall customer experience.

3. Customer Support & Service:

Basic: Provides basic customer support and assistance.
Intermediate: Handles customer inquiries and resolves issues effectively.
Competent: Provides exceptional customer service that exceeds expectations and builds customer loyalty.
Advanced: Develops and implements customer service strategies to improve customer satisfaction and resolve complex issues.
Expert: Leads and directs the development and implementation of customer service programs that deliver a world-class customer experience.

4. Customer Feedback & Analysis:

Basic: Gathers customer feedback through surveys and other channels.
Intermediate: Analyzes customer feedback to identify areas for improvement.
Competent: Uses customer feedback to enhance products services and the overall customer experience.
Advanced: Develops and implements comprehensive customer feedback programs to gain deep insights into customer needs and preferences.
Expert: Leads and directs the development and implementation of strategic customer feedback programs that drive continuous improvement and customer satisfaction.

5. Customer Advocacy & Retention:

Basic: Identifies and cultivates customer advocates.
Intermediate: Develops and implements strategies to promote customer advocacy and referrals.
Competent: Builds strong relationships with customers to foster loyalty and retention.
Advanced: Leverages data and analytics to identify customer churn risk and implement strategies to prevent churn.
Expert: Leads and directs the development and implementation of strategic customer retention programs that drive customer loyalty and advocacy.

6. Customer Success Measurement & Reporting:

Basic: Tracks basic customer success metrics.
Intermediate: Develops and reports on customer success metrics.
Competent: Analyzes customer success data to identify trends and opportunities for improvement.
Advanced: Develops and implements sophisticated customer success reporting programs to measure the impact of customer success initiatives.
Expert: Leads and directs the development and implementation of comprehensive customer success measurement programs that drive continuous improvement and demonstrate the value of customer success initiatives.

IT Support Functional Competencies

IT support is crucial for keeping everything running smoothly.

Here are some essential competencies for IT support professionals:

1. Technical Troubleshooting & Problem Solving:

Basic: Identifies and resolves simple IT issues.
Intermediate: Troubleshoots and resolves complex IT problems.
Competent: Analyzes IT issues applying critical thinking and analytical skills to develop effective solutions.
Advanced: Leverages advanced troubleshooting techniques and tools to resolve complex IT issues.
Expert: Leads and directs the development and implementation of comprehensive IT troubleshooting and problem-solving frameworks that drive efficiency and minimize downtime.

2. Hardware & Software Support:

Basic: Provides basic support for hardware and software.
Intermediate: Troubleshoots and resolves issues related to hardware and software.
Competent: Provides expert support for hardware and software ensuring seamless operation and optimal performance.
Advanced: Stays abreast of emerging technologies and trends providing support for new hardware and software solutions.
Expert: Leads and directs the development and implementation of comprehensive hardware and software support programs that ensure optimal performance and minimize downtime.

3. Network & Security Support:

Basic: Understands basic networking concepts and security principles.
Intermediate: Troubleshoots and resolves network and security issues.
Competent: Provides expert support for network infrastructure and security protocols ensuring secure and reliable connectivity.
Advanced: Implements and manages network security measures to protect against cyber threats and ensure data privacy.
Expert: Leads and directs the development and implementation of strategic network and security support programs that ensure secure and reliable IT operations.

4. IT Systems & Infrastructure Management:

Basic: Provides basic support for IT systems and infrastructure.
Intermediate: Manages and maintains IT systems and infrastructure.
Competent: Ensures the stability and performance of IT systems and infrastructure implementing monitoring and maintenance procedures.
Advanced: Designs implements and manages complex IT systems and infrastructure solutions.
Expert: Leads and directs the development and implementation of strategic IT infrastructure management programs that ensure optimal performance security and scalability.

5. IT Communication & Collaboration:

Basic: Communicates effectively with users regarding IT issues.
Intermediate: Collaborates with users to understand and resolve IT problems.
Competent: Communicates technical information clearly and concisely to both technical and non-technical audiences.
Advanced: Develops and implements effective communication strategies to keep users informed and proactive.
Expert: Leads and directs the development and implementation of comprehensive IT communication programs that foster user engagement and satisfaction.

6. IT Training & Documentation:

Basic: Provides basic IT training to users.
Intermediate: Develops and delivers IT training programs.
Competent: Creates clear and concise documentation for IT systems and processes.
Advanced: Leverages IT training technologies and tools to enhance the effectiveness of training programs.
Expert: Leads and directs the development and implementation of comprehensive IT training and documentation programs that enhance user knowledge and empower users to effectively utilize IT systems and resources.

7. IT Service Desk & Incident Management:

Basic: Provides support through the IT service desk.
Intermediate: Manages and resolves IT incidents.
Competent: Provides efficient and effective IT service desk support managing incidents and resolving issues promptly.
Advanced: Implements and manages IT service desk processes to ensure efficient incident management and resolution.
Expert: Leads and directs the development and implementation of strategic IT service desk and incident management programs that optimize IT support and minimize downtime.

Business Development Functional Competencies

Business development is all about exploring new opportunities and expanding the company’s reach.

Here are some key competencies for business development professionals:

1. Market Research & Analysis:

Basic: Conducts basic market research to identify potential opportunities.
Intermediate: Analyzes market data and trends to identify business opportunities and assess potential risks.
Competent: Develops a deep understanding of target markets including competitor landscape market dynamics and customer needs.
Advanced: Identifies emerging market trends and opportunities to develop strategic business initiatives.
Expert: Leads and directs the development and implementation of comprehensive market research programs that drive informed

50+ Functional Competencies Examples to Add to Your Company's Competency Models