Customer Account Manager

Mach7 Technologies•Burlington, VT

About The Position

The Customer Account Manager, internally referred to as an ACE, owns the total commercial relationship for Mach7's installed base within an assigned region and is accountable for protecting and growing that business. This is a quota-carrying sales role, not a support or service role. The mid-level ACE independently manages a portfolio of customer relationships, leads renewals and expansion opportunities, and develops net-new business within their territory. The role calls for sound commercial judgment, working knowledge of healthcare technology, and the ability to coordinate cross-functional teams around customer outcomes. Mach7 customers include health systems, academic medical centers, imaging centers, radiology and pathology groups, and government health organizations. These are multi-year, multi-stakeholder relationships with clinical significance. The ACE is the single commercial point of accountability for those relationships in-region. The role focuses on renewals and retention (40%), account growth and expansion (35%), and new-logo development in the territory (25%). It also involves maintaining forecasts and territory plans, coordinating internal teams, addressing issues that could affect commercial outcomes, and sharing customer and competitive insights. The position may be remote or hybrid with proximity to a Mach7 hub in Burlington, Waterloo, or Houston, and requires willingness to travel within the assigned region up to 20%.

Requirements

3 to 5 years of experience in B2B sales, account management, customer success, or a related commercial role; preferably in MedTech, SaaS, healthcare technology, or healthcare services.
Demonstrated track record of meeting commercial goals and independently managing customer relationships through renewal and growth cycles.
Strong written, verbal, negotiation, and presentation skills, including the ability to communicate effectively with technical, clinical, and executive stakeholders.
Working knowledge of healthcare IT, medical imaging, or enterprise software environments, with the ability to learn technical concepts quickly.
Experience using a CRM to maintain accurate account, opportunity, and forecast data.
Ability to organize competing priorities, exercise sound judgment, and move work forward in a fast-paced environment.
Demonstrated accountability and ownership of customer and business outcomes.
Willingness to travel within the assigned region up to 20%.

Nice To Haves

Experience selling or supporting enterprise imaging, PACS, VNA, DICOM, HL7/FHIR, digital pathology, or related healthcare technology solutions.
Experience leading renewals, expansion opportunities, and commercial negotiations in a multi-stakeholder environment.
Familiarity with structured sales methodologies such as MEDDIC, Challenger, Sandler, or similar.
Experience working with channel partners, resellers, systems integrators, or public-sector procurement processes.
Proficiency with Microsoft 365, HubSpot, and AI tools such as Claude, ChatGPT, or Gemini.

Responsibilities

Own the renewal forecast for assigned accounts and maintain a rolling 12-month renewal calendar with next steps, risks, and decision timelines.
Initiate renewal conversations ahead of contract expiry and coordinate internal resources to keep agreements on track.
Lead commercial negotiations on standard and moderately complex renewals, including pricing, term length, uplift, scope, and service levels, in partnership with Deal Desk, Finance, and Legal.
Identify at-risk accounts using product usage, support trends, stakeholder changes, and competitive activity; develop and execute written retention plans.
Build trusted relationships with customer leaders and frontline stakeholders, ensuring each account has an active executive sponsor and documented engagement plan.
Maintain account plans that include stakeholder maps, current footprint, whitespace, competitive landscape, technical profile, and a 12-to-24-month expansion roadmap.
Develop and close expansion opportunities across the Mach7 portfolio, including modules, service lines, facilities, storage, viewer seats, cloud migration, and professional services.
Lead structured business reviews and strategic check-ins that connect Mach7 outcomes to customers’ clinical, operational, and financial goals.
Recognize expansion triggers such as acquisitions, affiliations, new facilities, workflow changes, and technology modernization initiatives.
Cultivate customer references, case studies, peer connections, and other opportunities that strengthen the broader go-to-market organization.
Build and manage a net-new pipeline within the assigned region by prospecting into healthcare organizations that fit Mach7.
Partner with Marketing on regional campaigns, events, and inbound lead follow-up, progressing qualified opportunities through the sales process.
Collaborate with channel partners, solution consultants, and internal subject matter experts on partner-sourced and partner-influenced opportunities.
Contribute to RFPs, RFIs, and public-sector tenders by coordinating input from Product, Security, Legal, and Solution Consulting.
Develop competitive positioning and value-based business cases against incumbent PACS and VNA vendors.
Maintain an accurate weekly forecast across renewal, expansion, and new-logo opportunities, including defensible close dates, next steps, and risk assessments.
Maintain CRM discipline by keeping contacts, opportunity stages, qualification fields, notes, next steps, and close dates current.
Build and refresh a written territory plan covering account priorities, pipeline development, customer engagement, and campaign activity.
Coordinate Solution Consulting, Professional Services, Customer Success, Product Management, Support, and Finance around customer needs while retaining ownership of the commercial relationship.
Escalate and help drive resolution of delivery, support, and product issues that may affect renewal or expansion.
Share structured customer feedback, competitive intelligence, feature gaps, pricing pressure, and win/loss themes with Product, Marketing, and leadership.
Integrate AI into daily work to enhance efficiency, quality, and decision-making; review and validate AI-assisted work; identify opportunities to improve processes; and use AI responsibly and ethically.