Customer Account Manager

Title: ACE

Team: Sales

Location:
Hybrid or Remote – work from home with flexibility

# About
the Role:

At Mach7, we help
healthcare systems fly higher through better imaging workflows, smarter data
access, and technology that just works. But technology alone isn’t enough, it’s
the people and relationships that truly make the difference. That’s where you
come in.

As an ACE (Advocate
for Customer Experience), you’ll be a trusted co-pilot to our customers,
delivering a white-glove service experience that consistently exceeds
expectations. You won’t just respond to needs—you’ll anticipate them, listen
deeply, and elevate every interaction. You’ll help our partners realize the
full value of their Mach7 investment by guiding adoption, championing their
goals internally, and nurturing relationships built on trust, confidence, and
mutual success. This isn’t about “managing accounts.” It’s about setting the
gold standard for service, solving real-world problems, and showing up with
heart, clarity, and purpose. As part of the Flight Crew, you’ll be the human
connection that helps healthcare heroes do what they do best—with less
friction, more confidence, and greater impact.

What You'll Do

- Build and nurture strategic,
trust-based relationships with key stakeholders across your customer
accounts
- Deliver a premium–level customer
experience, setting a high bar for responsiveness, empathy, and
follow-through
- Actively listen to customers and
mentor internal teams on how to consistently exceed expectations, not just
meet them
- Aligning Mach7 capabilities to
customer goals while driving adoption, expansion, and long-term success
- Host regular flight check-ins
(QBRs, strategic reviews, executive briefings) that clearly articulate
outcomes, value, and next steps
- Proactively surface risks and
blockers, taking a solution-first approach grounded in calm, clarity, and
accountability
- Drive retention, satisfaction, and
growth by aligning Mach7’s strengths with each customer’s evolving
clinical, operational, and financial needs
- Confidently lead and support
commercial conversations, including renewals, expansions, billing
questions, and contract discussions—always grounded in value,
transparency, and partnership
- Position pricing and renewals not
as transactions, but as a reasonable and worthwhile investment in
high-quality software, support, and outcomes
- Look for opportunities to increase
customer value, helping customers understand not just what they’re paying
for, but why it matters
- Collaborate closely with Flight
Plan Advisors (Sales) to ensure seamless, value-driven renewal and
expansion experiences
- Track, share, and act on customer
feedback, bringing insights to internal teams for continuous improvement
- Serve as a calm, trusted point of
escalation in high-pressure or sensitive situations
- Stay connected to industry trends
and challenges in imaging and healthcare IT

# What
We're Looking For

Required

- Experience managing
high-value customer relationships and supporting complex SaaS
implementations.
- Ability to confidently
engage with executive stakeholders while also providing hands-on support
to frontline users.
- Comfortable discussing
renewals, contract expansions, and billing matters with professionalism
and confidence.
- Strong belief in the
value of exceptional software and customer support, with the ability to
communicate that value effectively.
- Highly organized,
collaborative, adaptable, and proactive in a fast-paced environment.
- Demonstrated
accountability and ownership of outcomes, with a commitment to doing the
right thing for customers and the business.
- Passion for creating
exceptional customer experiences through authentic relationship-building
and meaningful human connections.

Preferred

- Experience
with PACS, VNA, HL7, DICOM, or enterprise imaging
- Prior
work in radiology, clinical informatics, or health IT implementation
- Familiarity
with Microsoft suite, Zoho, or other customer success platforms
- A
background in service delivery, account management, or project leadership

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 experience in healthcare or
healthcare IT and understand the complexities of clinical and operational
environments. Naturally outgoing and approachable, you enjoy building
meaningful connections with customers and are energized by listening, learning,
and understanding their unique needs. You take pride in delivering exceptional
customer experience, holding yourself to a high standard of service that is
thoughtful, responsive, and genuinely human. As a trusted relationship builder,
you know how to foster strong partnerships, maintain open communication, and
navigate challenges with professionalism and empathy. You have a talent for
simplifying complex situations, anticipating customer needs, and providing
clear, confident guidance that helps customers achieve success.

# 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