Customer Account Manager

Mach7 Technologies•Burlington, VT

6d•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

Experience managing high-value customer relationships and supporting complex SaaS implementations.
Ability to confidently engage with executive stakeholders while also providing hands-on support to frontline users.
Comfortable discussing renewals, contract expansions, and billing matters with professionalism and confidence.
Strong belief in the value of exceptional software and customer support, with the ability to communicate that value effectively.
Highly organized, collaborative, adaptable, and proactive in a fast-paced environment.
Demonstrated accountability and ownership of outcomes, with a commitment to doing the right thing for customers and the business.
Passion for creating exceptional customer experiences through authentic relationship-building and meaningful human connections.
Experience in healthcare or healthcare IT and understand the complexities of clinical and operational environments.
Naturally outgoing and approachable, you enjoy building meaningful connections with customers and are energized by listening, learning, and understanding their unique needs.
You take pride in delivering exceptional customer experience, holding yourself to a high standard of service that is thoughtful, responsive, and genuinely human.
As a trusted relationship builder, you know how to foster strong partnerships, maintain open communication, and navigate challenges with professionalism and empathy.
You have a talent for simplifying complex situations, anticipating customer needs, and providing clear, confident guidance that helps customers achieve success.

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
Aligning 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
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.