The SuperPool Team Lead (TL) will oversee a group of Onboarding Account Managers (OAMs) while also directly managing a portfolio of client accounts. The TL ensures adherence to ClinicMind’s Onboarding Lifecycle, provides coaching and support to OAMs, and maintains accountability for client satisfaction, efficiency, and successful go-lives.

This role requires balancing leadership responsibilities with hands-on client management, acting as both a coach and role model for the team.

Key Responsibilities

Team Leadership

1. Manage and mentor a pool of OAMs, ensuring they adhere to ClinicMind’s onboarding processes and standards.
2. Provide ongoing coaching, feedback, and performance reviews to OAMs.
3. Monitor client progress across the team, intervening early to address risks and escalate when needed.
4. Lead by example through direct client work, modeling best practices for communication, planning, and problem-solving.
5. Support workload distribution, helping balance accounts across the team to ensure timely client success.

Required Skills & Qualifications

1. 3+ years in account management, client onboarding, or project management (healthcare/tech preferred).
2. Previous experience mentoring, training, or managing a team.
3. Strong organizational and time-management skills.
4. Excellent communication skills, with the ability to guide clients through change.
5. Proficiency in Salesforce, Google Suite, Slack, and productivity tools.
6. Ability to manage escalations, resolve conflicts, and keep clients on track.
7. Strong understanding of the ClinicMind Onboarding Lifecycle and training framework.

Key Competencies for Success

1. Leadership: Inspires confidence, holds team accountable, and develops others.
2. Client-Centered Mindset: Keeps client goals at the forefront while enforcing best practices.
3. Problem-Solving: Anticipates risks, creates clear action plans, and follows escalation procedures.
4. Adaptability: Balances multiple client and team priorities in a fast-paced environment.
5. Communication: Clear, empathetic, and supportive with both clients and internal teams.