Senior Customer Account Manager

Title: Senior ACE

Team: Sales

Location: Remote
or Hybrid

# About the
Role

As a Senior ACE, you serve as a
strategic co-pilot to our most complex, highest-value customers and a mentor to
the broader ACE team. You won't just respond to needs,
you'll anticipate them, shape strategy around them, and elevate every
interaction across your portfolio. You'll help our customers realize
the full value of their Mach7 investment by driving enterprise-wide adoption,
championing their goals with senior leadership internally and externally, and
building relationships rooted in trust, confidence, and long-term mutual
success. This isn't about "managing
accounts." It's about setting the gold standard for service,
solving complex, high-stakes problems, and showing up with heart, clarity, and
purpose. You are the steady, experienced hand that helps healthcare heroes do
what they do best with less friction, more confidence, and greater impact.

What You'll Do

Steward the installed base

- Build and maintain executive-level
relationships across your accounts, with a named executive sponsor and a
documented last-contact date for every account you own
- Maintain a living account map for
each customer
- Maintain a technical profile per
account, deployed version, interface inventory, EHR integration posture,
storage tier, open defects, upgrade runway
- Spend time where the work actually
happens.
- Monitor licensing and entitlement
posture proactively, surfacing true-up conversations
- Maintain a governance map: who at
the institution owns these decisions

Lead renewals and expansion

- Open the renewal runway 180 days
out for any strategic account — mapping notice periods, auto-renew terms,
fiscal-year and PO cycles, security re-review, BAA refresh, and the actual
signature authority
- Create the expansion vision
- Lead complex commercial
conversations — renewals, expansions, billing, contract terms grounded in
value, transparency, and partnership
- Anchor pricing conversations in
the customer's own metric — downtime avoided, backlog reduced, rework
eliminated — rather than defending our list price

Handle inbound demand

- Serve as the first owner of
inbound inquiries originating from your accounts
- Qualify inbound against the agreed
SQL criteria, and hand off cleanly:

o Installed-base expansion you
qualify to SQO

o Net-new customer outside your
portfolio

o Partner inbound routed per the
channel rules of engagement

Lead the function

- Set the standard for premium,
white-glove customer experience across the ACE organization
- Lead high-stakes flight check-ins
(QBRs, strategic reviews, executive briefings)
- Serve as the senior point of
escalation
- Synthesize customer feedback
trends and elevate them to leadership
- Partner with Flight Plan Advisors,
Professional Services, and channel partners to ensure seamless, value-driven
new, renewal, and expansion opportunities
- Stay ahead of industry trends in imaging
and healthcare IT, bringing forward-looking perspective to customer
strategy

What We're Looking For

Required

- Proven track record
managing high-value, strategic customer relationships and complex,
enterprise-scale SaaS implementations
- Working fluency in
enterprise imaging PACS, VNA, DICOM, HL7/FHIR
- Demonstrated ability
to build credibility with C-suite and executive stakeholders, while remaining
equally comfortable supporting frontline users
- Skilled at leading
renewal, expansion, and billing negotiations with professionalism, confidence,
and sound commercial judgment
- Demonstrated use of
AI tools to eliminate low-judgment work.
- Comfort operating in
a CRM-disciplined environment (HubSpot)
- Highly organized,
strategic, and adaptable, with the ability to prioritize and lead through
ambiguity in a fast-paced environment
- Demonstrated
accountability and ownership of outcomes, with the judgment to make sound
decisions on behalf of customers and the business
- Genuine passion for
mentoring others and building authentic relationships

Preferred

- Extensive background
in radiology, clinical informatics, or health IT implementation at scale
- Experience
supporting accounts served through a channel or reseller partner
- Experience with Epic
or Oracle Health integration environments
- Track record of
service delivery leadership, strategic account management, or project
leadership, including mentoring team members
- Advanced proficiency with Microsoft 365 and AI tools
(Claude, ChatGPT, Gemini)

We recognize that candidates bring diverse experiences and
backgrounds. If you don’t meet every requirement, we still encourage you to
apply! Many strong candidates don’t check every box. We value potential,
growth, and impact as much as experience.

Who You Are

You bring extensive healthcare or healthcare IT experience
and a strong understanding of clinical and operational settings. Outgoing and
approachable, you connect well with C-level executives and frontline staff,
energized by listening and learning about evolving needs. You pride yourself on
delivering exceptional customer experience, setting high standards for service
that is thoughtful, responsive, and human. You foster strategic partnerships,
communicate openly at all levels, and handle high-stakes challenges with
professionalism, empathy, and calmness. You simplify complexity, anticipate
needs, and provide clear, confident guidance to build strong relationships. You
use AI thoughtfully to work smarter, move faster, and create greater impact.

About Mach7

Mach7 Technologies helps healthcare organizations bring all their
medical images together in one place so they can be easily accessed, shared,
and used to support patient care. Our enterprise imaging solutions, including a
vendor-neutral archive (VNA), enterprise PACS, the eUnity enterprise diagnostic
viewer, and teleradiology workflows, consolidate imaging from across the
enterprise into a single, accessible source of truth. Built on open standards,
including DICOM and a configurable HL7 engine, and free from proprietary data
lock-in, our technology lets providers store, view, and share images on their
own terms. The result is a simpler, more connected imaging environment that
puts data ownership back where it belongs: with the people delivering care. Your
data, your infrastructure, your choice.

AI
Expectations

· Integrate AI
into daily work — leverage AI tools to enhance
efficiency, elevate quality, and support smarter, faster decision-making.

· Apply
critical human judgment to AI output — review, validate, and take full accountability for AI-assisted work, ensuring
accuracy and reliability.

· Continuously
improve through AI —
proactively identify opportunities to optimize processes, rethink workflows,
and challenge existing approaches rather than maintaining the status quo.

· Use AI
responsibly and ethically — safeguard
sensitive information, adhere to company guidelines, and actively identify
risks such as bias, inaccuracies, or misuse.

# CLIMBS
Culture Code

At
Mach7, our culture is rooted in CLIMBS, a mindset that guides how we
show up, collaborate, and grow each day. More than just a set of values, CLIMBS
represents the standard we hold ourselves to and the way we approach our work,
our teams, and our impact.

C — Customer
First
Every decision starts with the customer’s perspective. Success = customer
outcomes and satisfaction.

L — Learn & Grow
Curiosity keeps us climbing. We embrace continuous learning, share knowledge
freely, and invest in each other’s development.

I — Innovate
for Impact
We value meaningful, outcome-driven innovation over activity. We challenge the
status quo and align behind real customer benefit.

M — Minimize Complexity & Move
As complex as needed but no more . Agility beats bureaucracy. We move
fast and stay focused on what matters.

B — Build Good
Sh*t
(Yes, intentionally memorable.) Extreme ownership, craftsmanship, and pride in
high-quality work.

S — Everyone Sells
Not just Sales—Engineering, Product, Support, Finance, IT. We align behind
commercial success to enable company success