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.

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