Ace 1

Mach7 Technologies • Burlington, VT

11d • Hybrid

About The Position

At Mach7, we help healthcare systems thrive through better imaging workflows, smarter data access, and technology that just works. But technology alone isn't enough, it's the people and relationships that truly make the difference. That's where you come in. As a Junior ACE (Advocate for Customer Experience), you're at the start of your journey toward becoming a trusted partner to our customers. This isn't a role for someone who needs a fully paved road, it's a role for someone eager to learn the craft of customer experience from day one. You'll work alongside experienced ACEs and other members of the Sales team, learning how we deliver a white-glove service that consistently exceeds expectations, while taking on real ownership as you grow. This isn't about "managing accounts" from the sidelines. It's about rolling up your sleeves, asking good questions, and earning trust one interaction at a time. You'll be coached, supported, and developed while being expected to bring energy, curiosity, and heart to every customer touchpoint from your very first day.

Requirements

• 0–2 years of experience in customer service, account management, sales, or a related field; MedTech, SaaS, or healthcare experience is a plus but not required.
• Comfortable engaging with customers and internal stakeholders, with the confidence to grow into supporting executive relationships over time.
• Willingness to learn how to navigate renewals, contract expansions, and billing conversations with professionalism.
• Genuine belief in the value of exceptional software and customer support, with strong written and verbal communication skills.
• Highly organized, coachable, and proactive, with the ability to manage your own time in a fast-paced environment.
• Demonstrated accountability, with a track record of hitting goals in school, work, athletics, or another competitive pursuit.
• Passion for creating exceptional customer experiences through authentic relationship-building and meaningful human connections.

Nice To Haves

• Exposure to healthcare, clinical, or hospital environments, even in a non-customer-facing capacity
• Coursework, internships, or early-career experience related to radiology, clinical informatics, or health IT
• A background in customer service, service delivery, or account support

Responsibilities

• Support ACEs in building and nurturing relationships with key stakeholders across your assigned customer accounts
• Deliver responsive, high-quality customer service, learning to set the same high bar for responsiveness, empathy, and follow-through
• Actively listen to customers, learning how to spot opportunities to exceed expectations rather than simply meet them
• Learn how Mach7 capabilities align to customer goals, supporting adoption and expansion efforts alongside senior team members
• Help prepare and coordinate check-ins (QBRs, strategic reviews) by gathering data, drafting materials, and tracking follow-up items
• Surface risks and blockers you observe, bringing them to your manager or senior ACEs with a solution-first mindset
• Support account health and retention efforts by tracking customer engagement and flagging changes in sentiment early
• Shadow sales team members on renewal, expansion, and billing conversations, building the skills to eventually lead them yourself
• Help customers understand the value of their Mach7 investment, learning how to position pricing and renewals as a worthwhile investment rather than a transaction
• Look for early opportunities to add customer value, and bring those ideas to your team
• Track, organize, and share customer feedback in Zoho CRM, bringing insights to internal teams for continuous improvement
• Commit to Mach7’s structured onboarding and ongoing development curriculum, building product knowledge across eUnity, VNA, and our broader platform
• 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.

Benefits

• Hybrid preferred with strong proximity to one of our hubs (Burlington, Waterloo, Houston); remote considered
• Coached, supported, and developed
• Structured onboarding and ongoing development curriculum

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed