Advocate for Customer Experience

Mach7 Technologies•South Burlington, VT

17h•Hybrid

About The Position

At Mach7, we help healthcare systems fly higher 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 an ACE (Advocate for Customer Experience), you’ll be a trusted co -pilot to our customers, delivering a white -glove service experience that consistently exceeds expectations. You won’t just respond to needs—you’ll anticipate them, listen deeply, and elevate every interaction. You’ll help our partners realize the full value of their Mach7 investment by guiding adoption, championing their goals internally, and nurturing relationships built on trust, confidence, and mutual success. This isn’t about “managing accounts.” It’s about setting the gold standard for service, solving real -world problems, and showing up with heart, clarity, and purpose. As part of the Flight Crew, you’ll be the human connection that helps healthcare heroes do what they do best—with less friction, more confidence, and greater impact.

Requirements

You’ve worked in healthcare or healthcare IT and understand the complexity of clinical and operational environments
You are naturally extroverted, approachable, and energized by engaging with customers, with a genuine love for listening and learning
You set a high standard for service and take pride in delivering an experience that feels thoughtful, premium, and human
You’re a relationship builder who knows how to earn trust and keep communication open—even in challenging moments
You bring clarity to complexity, anticipating needs and guiding customers forward with confidence
You’ve managed high -value customer relationships and supported complex SaaS implementations
You’re comfortable and credible in executive conversations and hands -on problem -solving with frontline users
You’re comfortable discussing renewals, expansions, and billing with confidence and professionalism
You believe it’s reasonable—and valuable—to invest in great software and support, and you communicate that belief clearly and proudly
You’re highly organized, collaborative, adaptable, and proactive
You own outcomes—good or bad—because you care deeply about doing the right thing
You believe a great customer experience starts with a great human connection

Nice To Haves

Experience with PACS, VNA, HL7, DICOM, or enterprise imaging
Prior work in radiology, clinical informatics, or health IT implementation
Familiarity with Microsoft suite, Zoho, or other customer success platforms
A background in service delivery, account management, or project leadership

Responsibilities

Build and nurture strategic, trust -based relationships with key stakeholders across your customer accounts
Deliver a premium–level customer experience, setting a high bar for responsiveness, empathy, and follow -through
Actively listen to customers and mentor internal teams on how to consistently exceed expectations—not just meet them
Align Mach7 capabilities to customer goals while driving adoption, expansion, and long -term success
Host regular flight check -ins (QBRs, strategic reviews, executive briefings) that clearly articulate outcomes, value, and next steps
Proactively surface risks and blockers, taking a solution -first approach grounded in calm, clarity, and accountability
Drive retention, satisfaction, and growth by aligning Mach7’s strengths with each customer’s evolving clinical, operational, and financial needs
Confidently lead and support commercial conversations, including renewals, expansions, billing questions, and contract discussions—always grounded in value, transparency, and partnership
Position pricing and renewals not as transactions, but as a reasonable and worthwhile investment in high -quality software, support, and outcomes
Look for opportunities to increase customer value, helping customers understand not just what they’re paying for, but why it matters
Collaborate closely with Flight Plan Advisors (Sales) to ensure seamless, value -driven renewal and expansion experiences
Track, share, and act on customer feedback, bringing insights to internal teams for continuous improvement
Serve as a calm, trusted point of escalation in high -pressure or sensitive situations
Stay connected to industry trends and challenges in imaging and healthcare IT