Senior Customer Account Manager

Mach7 Technologies Ltd.; Burlington (VT); On-site; USD 140,000 - 190,000; Full time

Job summary

Mach7 Technologies Ltd. seeks a Senior ACE to act as a strategic partner to our top customers, driving adoption of Mach7 solutions and maximizing enterprise value. You will nurture executive relationships, shape strategic agendas, and guide renewals and expansions with senior leadership across portfolios.

You will lead premium customer experiences, championing use of AI to enhance efficiency and outcomes, while ensuring transparent, data-driven decisions and long-term partnerships.

Qualifications

• Proven track record managing high-value, strategic customer relationships
• Experience building credibility with C-suite executives
• Strong renewal, expansion, and billing negotiation skills
• Ability to lead cross-functional teams in a fast-paced environment
• Experience with enterprise imaging/HIT systems is a plus
• Proficiency with AI tools to improve efficiency and outcomes

Responsibilities

• Steward the installed base with executive sponsorship and last-contact tracking
• Lead renewals and expansion, mapping terms and milestones
• Anchor pricing discussions to customer value and outcomes
• Own inbound inquiries and qualify against SQL criteria
• Lead premium customer experience and strategic reviews
• Stay ahead of imaging/HIT industry trends and provide leadership insight

Skills

High-value relationships

C-suite credibility

Strategic account management

AI-assisted work

CRM discipline (HubSpot)

Cross-functional leadership

Healthcare IT experience

Tools

HubSpot CRM

Microsoft 365

AI tools (Claude/GPT/Gemini)

Epicor/Oracle Health integration

Job description

Burlington, United States | Posted on 10/13/2026

As a Senior ACE, you serve as astrategic co-pilot to our most complex, highest-value customers and a mentor tothe broader ACE team. Youwon'tjust respond to needs,you'llanticipatethem, shape strategy around them, and elevate everyinteraction across your portfolio.You'llhelp our customers realizethe full value of their Mach7 investment by driving enterprise-wide adoption,championing their goals with senior leadership internally and externally, andbuilding relationships rooted in trust, confidence, and long-term mutualsuccess.Thisisn'tabout "managingaccounts."It'sabout setting the gold standard for service,solving complex, high-stakes problems, and showing up with heart, clarity, andpurpose. You are the steady, experienced hand that helps healthcare heroes dowhat they do best with less friction, more confidence, and greater impact.

What You'll Do

Steward the installed base

• Build and maintain executive-levelrelationships across your accounts, with a named executive sponsor and adocumented last-contact date for everyaccount you own
• Maintain a living account map foreach customer
• Spend time where the work actuallyhappens.
• Monitor licensing and entitlementposture proactively, surfacing true-up conversations
• Maintain a governance map: who atthe institution owns these decisions

Lead renewals and expansion

• Open the renewal runway 180 daysout for any strategic account — mapping notice periods, auto-renew terms,fiscal-year and PO cycles, security re-review, BAA refresh, and the actualsignature authority
• Create the expansion vision
• Lead complex commercialconversations — renewals, expansions, billing, contract terms grounded invalue, transparency, and partnership
• Anchor pricing conversations inthe customer's own metric — downtime avoided, backlog reduced, reworkeliminated — rather than defending our list price
• Serve as the first owner ofinbound inquiries originating from your accounts
• Qualify inbound against the agreedSQL criteria, and hand off cleanly:

Installed-base expansion youqualify to SQO

Net-new customer outside yourportfolio

Partner inbound routed per thechannel 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 ofescalation
• Synthesize customer feedbacktrends and elevate them to leadership
• Partner with Flight Plan Advisors,Professional Services, and channel partners to ensure seamless, value-drivennew, renewal, and expansion opportunities
• Stay ahead of industry trends in imagingand healthcare IT, bringing forward-looking perspective to customerstrategy

What We're Looking For

Required

• Proven track recordmanaging high-value, strategic customer relationships and complex,enterprise-scale SaaS implementations
• Working fluency inenterprise imaging PACS, VNA, DICOM, HL7/FHIR
• Demonstrated abilityto build credibility with C-suite and executive stakeholders, while remainingequally comfortable supporting frontline users
• Skilled at leadingrenewal, expansion, and billing negotiations with professionalism, confidence,and sound commercial judgment
• Demonstrated use ofAI tools to eliminate low-judgment work.
• Comfort operating ina CRM-disciplined environment (HubSpot)
• Highly organized,strategic, and adaptable, with the ability to prioritize and lead throughambiguity in a fast-paced environment
• Demonstratedaccountability and ownership of outcomes, with the judgment to make sounddecisions on behalf of customers and the business
• Genuine passion formentoring others and building authentic relationships

Preferred

• Extensive backgroundin radiology, clinical informatics, or health IT implementation at scale
• Experiencesupporting accounts served through a channel or reseller partner
• Experience with Epicor Oracle Health integration environments
• Track record ofservice delivery leadership, strategic account management, or projectleadership, including mentoring team members
• Advanced proficiency with Microsoft 365 and AI tools(Claude, ChatGPT, Gemini)
  

We recognize that candidates bring diverse experiences andbackgrounds. If you don’t meet every requirement, we still encourage you toapply! 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 experienceand a strong understanding of clinical and operational settings. Outgoing andapproachable, you connect well with C-level executives and frontline staff,energized by listening and learning about evolving needs. You pride yourself ondelivering exceptional customer experience, setting high standards for servicethat is thoughtful, responsive, and human. You foster strategic partnerships,communicate openly at all levels, and handle high-stakes challenges withprofessionalism, empathy, and calmness. You simplify complexity, anticipateneeds, and provide clear, confident guidance to build strong relationships. Youuse AI thoughtfully to work smarter, move faster, and create greater impact.

About Mach7

Mach7 Technologies helps healthcare organizations bring all theirmedical images together in one place so they can be easily accessed, shared,and used to support patient care. Our enterprise imaging solutions, including avendor-neutral archive (VNA), enterprise PACS, the eUnity enterprise diagnosticviewer, and teleradiology workflows, consolidate imaging from across theenterprise into a single, accessible source of truth. Built on open standards,including DICOM and a configurable HL7 engine, and free from proprietary datalock-in, our technology lets providers store, view, and share images on theirown terms. The result is a simpler, more connected imaging environment thatputs data ownership back where it belongs: with the people delivering care. Yourdata, your infrastructure, your choice.

Integrate AI into daily work — leverage AI tools to enhanceefficiency, elevate quality, and support smarter, faster decision-making.

Applycritical human judgment to AI output — review, validate, and take full accountability for AI-assisted work, ensuringaccuracy and reliability.

Continuouslyimprove through AI — proactively identify opportunities to optimize processes, rethink workflows,and challenge existing approaches rather than maintaining the status quo.

Use AIresponsibly and ethically — safeguardsensitive information, adhere to company guidelines, and actively identifyrisks such as bias, inaccuracies, or misuse.

CLIMBSCulture Code

AtMach7, our culture is rooted in CLIMBS, a mindset that guides how weshow up, collaborate, and grow each day. More than just a set of values, CLIMBSrepresents the standard we hold ourselves to and the way we approach our work,our teams, and our impact.

C — CustomerFirst Every decision starts with the customer’s perspective. Success = customeroutcomes and satisfaction.

L — Learn & Grow Curiosity keeps us climbing. We embrace continuous learning, share knowledgefreely, and invest in each other’s development.

I — Innovatefor Impact We value meaningful, outcome-driven innovation over activity. We challenge thestatus quo and align behind real customer benefit.

M — Minimize Complexity & Move As complex as needed but no more. Agility beats bureaucracy. We movefast and stay focused on what matters.

B — Build GoodSh*t (Yes, intentionally memorable.) Extreme ownership, craftsmanship, and pride inhigh-quality work.

S — Everyone Sells Not just Sales—Engineering, Product, Support, Finance, IT. We align behindcommercial success to enable company success

Mach7 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.