Onboarding Account Manager

About Ironsail Pharma:
Ironsail Pharma is a dynamic and innovative pharmaceutical company committed to delivering high-quality products to the global market. We specialize in B2B pharmaceutical retail, focusing on strategic partnerships and sustainable growth.

About the Role 

We’re hiring an offshore Onboarding Account Manager to own the end-to-end onboarding lifecycle for clinics—from initial form submission through ID.me verification, account provisioning, first order, and handoff to the success team. You’ll be the single point of accountability, ensuring every clinic moves forward quickly, transparently, and with clear communication. 

What You’ll Do 

● Own the pipeline: Track every clinic from signup → verification → activation → first order; maintain real-time statuses, owners, and SLAs. 

● Remove blockers fast: Coordinate ID.me verification, collect missing info/docs, and resolve access issues promptly. 

● Provision and triage: Send forms, provision accounts, answer basic questions, and close simple onboarding tasks. 

● Drive communication: Send proactive updates to clinics; escalate risks early to Ops/Leadership; keep internal stakeholders informed. 

● Support demos & follow-ups: Partner with Sabrina on scheduling, prep, and post-demo actions to keep clinics moving. 

● Create process & tools: Build and iterate SOPs, checklists, email templates, and FAQ resources; recommend improvements. 

● Report results: Deliver weekly onboarding metrics, insights, and actions to improve time-to-activation and conversion. 

Success Metrics (KPIs) 

● Time-to-Activation (TTA): Signup → Verified → First Order (median/average).

● Activation Rate: % of signed-up clinics that place a first order within target window (e.g., 30 days). 

● SLA adherence: % of steps completed within agreed timelines (e.g., ID.me within 3 business days). 

● Pipeline health: % of stalled clinics (and days stalled) with clear recovery actions. 

● First-order conversion within 30 days. 

What You’ll Need: 

Must-haves 

● 2–4+ years in customer onboarding / implementation / CS Ops / RevOps (healthcare or regulated environment is a plus). 

● Proven pipeline management with SLAs, escalations, and stakeholder updates. 

● Excellent written and spoken English (C1+); crisp, professional client communication. 

● Strong project management and follow-through; bias to action and ownership. 

● Comfort working across time zones with 3–4 hours ET overlap (Mon–Fri). 

● Reliable home office setup: stable internet, modern laptop, and headset. 

Nice-to-haves 

● Familiarity with ID.me or similar identity verification processes. 

● Experience with HIPAA-aware workflows and handling sensitive information. 

● Hands-on with CRM/task tools (HubSpot/Salesforce/Asana/Jira), plus Google Workspace. 

● Process design experience (SOPs, checklists, templates) and basic analytics/reporting.