Senior Customer Account Manager

Job Description
Title: Senior ACE

Team: Sales

Location: Remote or Hybrid

About 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 Do

Steward the installed base

• Build and maintain executive-level relationships across your accounts, with a named executive sponsor and a documented last-contact date for every account you own
• Maintain a living account map for each customer
• Maintain a technical profile per account, deployed version, interface inventory, EHR integration posture, storage tier, open defects, upgrade runway
• Spend time where the work actually happens.
• Monitor licensing and entitlement posture proactively, surfacing true-up conversations
• Maintain a governance map: who at the institution owns these decisions

Lead renewals and expansion

• Open 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 authority
• Create the expansion vision
• Lead complex commercial conversations - renewals, expansions, billing, contract terms grounded in value, transparency, and partnership
• Anchor pricing conversations in the customer's own metric - downtime avoided, backlog reduced, rework eliminated - rather than defending our list price

Handle inbound demand

• Serve as the first owner of inbound inquiries originating from your accounts
• Qualify inbound against the agreed SQL criteria, and hand off cleanly:

oInstalled-base expansion you qualify to SQO

oNet-new customer outside your portfolio

oPartner inbound routed per the channel 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 of escalation
• Synthesize customer feedback trends and elevate them to leadership
• Partner with Flight Plan Advisors, Professional Services, and channel partners to ensure seamless, value-driven new, 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 record managing high-value, strategic customer relationships and complex, enterprise-scale SaaS implementations
• Working fluency in enterprise imaging PACS, VNA, DICOM, HL7/FHIR
• Demonstrated ability to build credibility with C-suite and executive stakeholders, while remaining equally comfortable supporting frontline users
• Skilled at leading renewal, expansion, and billing negotiations with professionalism, confidence, and sound commercial judgment
• Demonstrated 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 environment
• Demonstrated accountability and ownership of outcomes, with the judgment to make sound decisions on behalf of customers and the business
• Genuine passion for mentoring others and building authentic relationships

Preferred

• Extensive background in radiology, clinical informatics, or health IT implementation at scale
• Experience supporting accounts served through a channel or reseller partner
• Experience with Epic or Oracle Health integration environments
• Track record of service delivery leadership, strategic account management, or project leadership, including mentoring team members
• Advanced 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.

Who You Are

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.

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.