Customer Account Manager Sales (ACE 1)

Job Description

Job Description

This is a remote position.

Title: Customer Account Manager (ACE 1)

Team: Sales

Location: Remote or Hybrid with proximity to one of our hubs (Burlington, Waterloo, Houston)

About the Role

The Customer Account Manager, internally referred to as an ACE, owns the total commercial relationship for Mach7’s installed base within an assigned US region and is accountable for growing that region beyond it. This is a quota-carrying sales role, not a support or service role.

The ACE’s mandate is threefold: protect contracted revenue through disciplined renewals, grow existing customers through expansion of the Mach7 Enterprise Imaging Platform, VNA, eUnity diagnostic viewer, and digital pathology capabilities, and acquire net-new customers within the territory. Success is measured on retained revenue, expansion revenue, and new business, with the majority of the number coming from the install base.

Mach7 customers are health systems, academic medical centers, imaging centers, radiology and pathology groups, and government health organizations. These are multi-year, multi-stakeholder, clinically consequential relationships. The ACE is the single commercial point of accountability for those relationships in-region.

What You'll Do
Renewals and Retention: 40% of focus

• Own the renewal forecast for every contract in the assigned territory; maintain a rolling 12-month renewal calendar with no surprises inside 180 days.
  
• Initiate renewal conversations 9 to 12 months ahead of contract expiry for enterprise agreements; 6 months for smaller accounts.
  
• Lead commercial negotiation on renewals, including pricing, term length, uplift, scope, and service levels, in partnership with Deal Desk, Finance, and Legal.
  
• Identify at-risk accounts early using product usage, support ticket trends, executive sponsor changes, and competitive activity. Build and execute written save plans on every red account.
  
• Drive multi-year renewals and uplift capture where the value case supports it; defend against margin erosion and unmanaged discounting.
  

Account Growth and Expansion: 35% of focus

• Maintain an account plan for every account: org map, clinical and IT stakeholders, current footprint, whitespace, competitive landscape, and a 12 to 24 month expansion roadmap.
  
• Sell expansion across the portfolio, including additional modules, service lines (cardiology, pathology, ophthalmology, dermatology), additional facilities and affiliates, cloud migration, storage growth, viewer seats, and professional services.
  
• Run structured Quarterly Business Reviews with named accounts that connect Mach7 outcomes to the customer’s clinical, operational, and financial goals.
  
• Convert customer acquisition and affiliation activity into expansion opportunity; when a customer acquires a hospital or imaging center, the ACE is first to that conversation.
  
• Cultivate reference customers, case studies, podium speakers, and peer references the broader GTM organization can leverage.
  

New Logo Development in Territory: 25% of focus

• Own a net-new pipeline target for the region. Prospect into health systems and imaging providers not currently on Mach7.
  
• Partner with Marketing on regional demand generation, field events, and campaign follow-up; work inbound leads to qualification within SLA.
  
• Work jointly with the Partner / Channel organization, including OEMs, resellers, systems integrators, and cloud partners, on partner-sourced and partner-influenced opportunity in territory.
  
• Respond to RFPs in-region, coordinating Solution Consulting, Product, Security, and Legal input.
  
• Displace incumbent PACS / VNA vendors through a documented competitive plan and quantified business case.
  

Territory, Forecast, and Cross-Functional Execution

• Own an accurate monthly forecast across renewal, expansion, and new-logo categories; commit and upside discipline with defensible close dates.
  
• Maintain CRM hygiene as a condition of the role, keeping contacts, opportunity stages, next steps, close dates, notes, and qualification fields current at all times.
  
• Feed structured voice-of-customer back to Product and Marketing: competitive intel, feature gaps, pricing pressure, and win / loss themes.
  

What We're Looking For

Required

· Bachelor’s degree or military service

· Demonstrated track record of hitting or exceeding goals — in sales, athletics, academics, or another competitive domain

· Strong communication skills — written, verbal, and in-person presentation

· Comfort with ambiguity and ability to operate without a fully defined playbook

· CRM discipline with ability to maintain clean, accurate pipeline data

· Willingness to travel within assigned region (up to 20%)

Preferred

· 2 years or equivalent of sales experience in any B2B environment — MedTech, SaaS, technology, or healthcare services preferred

· Prior exposure to a CRM and a structured sales methodology (MEDDIC, Challenger, Sandler, or similar), even at an introductory level.

· Coursework, internship, or experience in healthcare IT, medical imaging, life sciences, or health administration.

· Experience with public speaking, competitive athletics, debate, or another activity that builds comfort with rejection and repeated practice.

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.

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