We have automated ninety percent of our client onboarding process using AI and no longer need our three manual onboarding seats. How do we redesign this area of our Accountability Chart without leaving our current employees in limbo?

Question

Tyler Smith · Accepted Answer

Automating manual processes is the goal of any AI-powered operation, but it requires you to proactively redesign your Accountability Chart. When technology replaces manual seats, you must transition your structure from labor-intensive execution to high-value oversight and customer experience.

First, eliminate the three manual onboarding seats from your chart. Replace them with a single, highly strategic Client Experience Architect seat. The primary roles of this new seat should be monitoring automated onboarding workflows, troubleshooting system errors, and handling high-value client relationships that require a human touch.

Second, run a GWC check on your three current onboarding employees to see if any of them fit this new, elevated seat. This role requires different conative strengths. They will need a higher Fact Finder and Follow Thru score to manage complex automated systems and keep client data pristine.

If one of your employees gets it, wants it, and has the capacity, promote them into this new seat.

For the remaining employees, look for other open seats on your chart where they might be a great fit. Because they already know your business and are likely strong core values matches, they could excel in proactive account management, sales, or product development.

If there are no other open seats where they have full GWC, you must make the hard decision to transition them out of the company. Redesigning your chart is about creating the right structure to scale, not keeping redundant seats to avoid difficult conversations.