Partner Account Manager

About EmbedCare

EmbedCare is a 100% white-label virtual clinic. Brands that already own an audience launch their own telehealth store under their own name, and we run everything behind it: independently licensed clinicians in all 50 states, a pharmacy network, compliance, billing operations, patient support and the retention engine.

The platform is the same infrastructure behind DirectMeds and TelMDFirst, which together have served 1M+ patients and generated $250M+ in revenue. It connects 7 integrated U.S. compounding pharmacies and supports 160+ conditions.

We have a full pipeline of brands waiting to launch. The thing standing between a signed contract and a live store is onboarding, and that is the job.

The role

We are hiring two Partner Account Managers. Each carries their own book of partner accounts and works alongside the other as a small, hands-on team.

You own the partner relationship from signed contract onward. Getting a partner set up and live is the first job: kickoff, collecting everything the launch needs, domains, compliance, payments and product sourcing. After launch you stay their day-to-day point of contact, turning their requests into clear engineering tickets and keeping their store healthy and growing.

This is a generalist seat. On any given day you might be sourcing a product, walking a partner through a DNS change, chasing a signature, or triaging a checkout issue. You will carry a book of partner accounts at different stages, each with its own blockers. Some partners arrive with their own compliance certification and merchant accounts. Others need us to stand up a compliance-ready site first, then certification, then payments. You will know which path each partner is on and what is holding it up today.

You report to the President and work daily with sales, engineering, pharmacy operations, compliance and payments.

This is an AI-first role. You are the human interface for our partners: the relationship, the judgment calls, the hard conversations. Almost everything else runs through AI. Ticket entry, call summaries, status updates, data pulls and handoffs to our internal technology teams should be done by AI agents and connectors that you direct and check, not by you typing into a system. If a task is manual today, part of your job is making it not manual tomorrow.

You will work in a company Claude account already connected to our project management and business systems. It is set up for business operations only; no patient data or PHI runs through it. This role has no access to patient data in any system.

Be honest with yourself about fit. Partners change their minds, third parties run slow, and five launches can go sideways on the same afternoon. If that sounds like a good day, keep reading.

What you'll do

• Run the handoff from sales
• Take each partner the moment the contract is signed and run the kickoff call: technical walkthrough, timeline, who owns what, and what we need from them.
• Send and chase the onboarding form until every field is complete: legal entity, EIN, bank details, domain, products, contacts and messaging registration data.
• Set expectations early and in writing. Standard templates and launch scope are the default; custom work gets scoped and prioritized, not promised on a call.
• Get the launch-critical pieces moving
• Domains and DNS. Walk partners through nameserver and DNS changes (Cloudflare, Namecheap, Shopify and others), confirm cutovers, and troubleshoot when a record is wrong.
• Compliance certification. Prepare partners for pharmacy and telehealth certification: compliance-ready static site live and unchanged during review, compliance email set up, application details gathered, then hand off to our compliance team and track it through review.
• Payments. Coordinate merchant account setup and gateway credentials (Stripe, NMI, Authorize.Net), confirm the right API access is enabled, and pass configuration to engineering.
• Paperwork. Prepare, send and track pharmacy agreements and other launch documents through signature and counter-signature.
• Product setup. Collect product selections, images and launch details, and route clinical or product questions to the right internal experts with the questions gathered in advance.
• Messaging registration. Track 10DLC registration so partner SMS works at launch.
• Help partners build their offer
• Guide partners through product selection for their audience, using our existing catalog as the default starting point.
• Source products outside the standard catalog: work with our pharmacy network and partner pharmacies to find, price and qualify new products a partner wants to offer.
• Bring the right questions to our pharmacy and product experts so partners get fast, accurate answers on availability, formulations and pairings.
• Be the bridge to engineering
• Use AI to turn client requests from calls and chat into clear, prioritized tickets in Linear: what they asked for, why, links, screenshots and a definition of done. The AI drafts and files; you review and approve.
• Keep the ticket board clean: close stale items, merge duplicates, separate new launches from live-client support, and keep priorities current.
• Give clients honest ETAs and close the loop with screenshots or a short walkthrough when work ships.
• Run the work through AI
• Use AI agents and connectors (Claude with Linear, Attio, Google Workspace and similar) to handle ticket entry, CRM updates, call notes and status reports, so your hours go to partners.
• Work with internal technology teams through AI where you can: have agents pull context from call transcripts, chat history and the knowledge base before a request reaches an engineer.

What success looks like

First 30 days: You know the launch sequence cold, have taken over 3 to 5 active partner launches, and run kickoff calls on your own. Your ticket entry, CRM updates and call summaries run through AI from week one. Every one of your partners has a current status, next step and owner in the tracker.

60 days: You carry a full book of 5 to 10 launches. Partner requests reach engineering as clean tickets without anyone rewriting them. You have shipped at least one improvement to the onboarding checklist or kickoff materials.

90 days: Partners you onboarded are live and taking orders. Time from signed contract to live store is shrinking. Leadership can see the state of every launch without asking you.

Ongoing, we measure you on stores launched, days from contract to live, ticket quality, how much manual work you have moved to AI, and how partners describe working with you.

Requirements

What you'll need

3+ years in account management, client onboarding, implementation or technical account management.

Telehealth, pharmacy or digital health experience strongly preferred. Ideally you understand how a virtual clinic runs from intake to fulfillment and can ramp with little hand-holding.

A track record of managing a book of accounts and several launches at the same time without dropping one.

Working technical fluency: you can explain DNS, nameservers, subdomains and hosting to a non-technical client, read an API credential request without panic, and tell when a site is actually ready.

Experience writing tickets engineers like to receive. Clear scope, reproducible steps, links, screenshots.

Strong written communication in fast-moving chat channels. Short, clear, and always ending with a next step and an owner.

The backbone to tell a partner "not in this launch" and keep the relationship.

Heavy daily use of AI in your current work. You should be able to show us real examples (see AI requirements below).

Discretion with confidential business and financial information.

High tolerance for ambiguity. Processes here are being built while we run them.

AI requirements

Hands-on, daily experience with AI assistants such as Claude or ChatGPT for real work output, not occasional drafting.

You have connected an AI assistant to business tools (a CRM, ticketing system, Google Workspace, Slack or similar) or are ready to do it in your first week.

You can write clear instructions and reusable prompts that get consistent results, and you can tell when AI output is wrong.

You think in workflows: when you do something twice, your instinct is to hand it to an agent or automation.

You follow data rules without being reminded: confidential business data stays in company-approved tools, and patient data never goes into AI tools or business systems.

In your interview, you will walk us through at least one workflow you run with AI today.

Nice to have

Existing relationships across telehealth, compounding pharmacies, or health and wellness brands.

Experience sourcing or pricing compounded or specialty medications.

Hands-on time with LegitScript certification, 10DLC registration or other compliance programs.

Merchant processing knowledge: merchant accounts, gateways, approval rates and high-risk processing.

Working knowledge of HIPAA, so you can spot patient data and keep it out of business channels.

Experience building AI skills, custom agents, MCP connectors or no-code automations (Make, Zapier), or light scripting.

Experience in a startup or early team where you built the playbook yourself.