Senior Customer Account Manager

Senior ACE Team:
Sales

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:
• Installed-base expansion you qualify to SQO
• Net-new customer outside your portfolio
• Partner 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 imaging and healthcare IT, bringing forward-looking perspective to customer strategy

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 (Hub Spot)
• 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…