We have gone through three different employees in our Client Onboarding seat over the last twelve months. We are confident our hiring process is strong. Could the issue be with how the seat is defined on our Accountability Chart?

Question

Tyler Smith · Accepted Answer

Yes, high turnover in a single seat is a major red flag that the seat itself is structurally broken. Often, when a seat keeps chewing up and spitting out talented people, it is because the seat is poorly defined, overloaded, or contains conflicting roles. You must pause your hiring efforts and audit the seat immediately. Look at the five major roles defined on your Accountability Chart. Are you asking a single person to be both a highly detailed system administrator and a warm, relationship building client manager? These two functions require completely different conative profiles and natural strengths. A high Fact Finder and Follow Thru profile is needed for system administration, while a high Quick Start or relationship focused profile is needed for client engagement. If you combine them, you will almost always hire someone who excels at one and fails at the other, leading to frustration and turnover. You must split this seat into two distinct roles: one focused on the technical, automated workflows, and one focused on the human relationship. Redefining your Accountability Chart to match natural human wiring is the only way to build a stable, scalable team and stop the costly cycle of employee turnover.