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

• oInstalled-base expansion you
• qualify to SQO
• oNet-new customer outside your
• portfolio
• oPartner 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