ACE 1

Summary

Mach7 Technologies provides healthcare organizations with enterprise imaging solutions that improve medical image access, sharing, and use in patient care. The Junior ACE supports customer relationships, service delivery, account health, adoption, retention, renewals, and expansion while developing customer experience and sales skills under the guidance of senior team members.

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

Skills

• * 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
• * 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

Qualifications

Must Haves

• * 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

Benefits

• Hybrid work preferred with strong proximity to one of the Burlington, Waterloo, or Houston hubs; remote work considered
• Coaching, support, and development while learning the craft of customer experience
• Structured onboarding and ongoing development curriculum
• Continuous learning and development investment