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