Senior Customer Account Manager

Senior ACE Team: SalesAbout 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 DoSteward the installed baseBuild and maintain executive-level relationships across your accounts, with a named executive sponsor and a documented last-contact date for every account you ownMaintain a living account map for each customerMaintain a technical profile per account, deployed version, interface inventory, EHR integration posture, storage tier, open defects, upgrade runwaySpend time where the work actually happens. Monitor licensing and entitlement posture proactively, surfacing true-up conversationsMaintain a governance map: who at the institution owns these decisionsLead renewals and expansionOpen 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 authorityCreate the expansion visionLead complex commercial conversations — renewals, expansions, billing, contract terms grounded in value, transparency, and partnershipAnchor pricing conversations in the customer's own metric — downtime avoided, backlog reduced, rework eliminated — rather than defending our list priceHandle inbound demandServe as the first owner of inbound inquiries originating from your accountsQualify inbound against the agreed SQL criteria, and hand off cleanly:Installed-base expansion you qualify to SQONet-new customer outside your portfolioPartner inbound routed per the channel rules of engagementLead the functionSet the standard for premium, white-glove customer experience across the ACE organizationLead high-stakes flight check-ins (QBRs, strategic reviews, executive briefings)Serve as the senior point of escalationSynthesize customer feedback trends and elevate them to leadershipPartner with Flight Plan Advisors, Professional Services, and channel partners to ensure seamless, value-driven new, renewal, and expansion opportunitiesStay ahead of industry trends in imaging and healthcare IT, bringing forward-looking perspective to customer strategyWhat We're Looking ForRequiredProven track record managing high-value, strategic customer relationships and complex, enterprise-scale SaaS implementationsWorking fluency in enterprise imaging PACS, VNA, DICOM, HL7/FHIRDemonstrated ability to build credibility with C-suite and executive stakeholders, while remaining equally comfortable supporting frontline usersSkilled at leading renewal, expansion, and billing negotiations with professionalism, confidence, and sound commercial judgmentDemonstrated 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 environmentDemonstrated accountability and ownership of outcomes, with the judgment to make sound decisions on behalf of customers and the businessGenuine passion for mentoring others and building authentic relationshipsPreferredExtensive background in radiology, clinical informatics, or health IT implementation at scaleExperience supporting accounts served through a channel or reseller partnerExperience with Epic or Oracle Health integration environmentsTrack record of service delivery leadership, strategic account management, or project leadership, including mentoring team membersAdvanced 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.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 Mach7Mach7 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 ExpectationsIntegrate 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 CodeAt 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 successMach7 Technologies is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, ethnicity, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other protected status under the law.