ACE 1

Job Description Title: ACE 1 (Junior-Level Advocate for Customer Experience) Team: Sales Location: Hybrid preferred with strong proximity to one of our hubs (Burlington, Waterloo, Houston); remote considered About the Role: At Mach7, we help healthcare systems thrive 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 a Junior ACE (Advocate for Customer Experience), you're at the start of your journey toward becoming a trusted partner to our customers. This isn't a role for someone who needs a fully paved road, it's a role for someone eager to learn the craft of customer experience from day one. You'll work alongside experienced ACEs and other members of the Sales team, learning how we deliver a white-glove service that consistently exceeds expectations, while taking on real ownership as you grow. This isn't about "managing accounts" from the sidelines. It's about rolling up your sleeves, asking good questions, and earning trust one interaction at a time. You'll be coached, supported, and developed while being expected to bring energy, curiosity, and heart to every customer touchpoint from your very first day. What You'll Do 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 What We're Looking For Required 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. Preferred 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 We recognize that candidates bring diverse experiences and backgrounds. If you don’t meet every requirement, we still encourage you to apply! Many strong candidates don’t check every box. We value potential, growth, and impact as much as experience. Who You Are You’re early in your career, but you bring hunger, discipline, and curiosity to everything you do. You’re coachable: you know that learning the craft of customer experience takes time and repetition, you ask good questions, take notes, and apply what you learn. You’re naturally outgoing and approachable, and you’re energized by listening, learning, and understanding what customers need, even when you don’t have all the answers yet. You take pride in showing up with heart, clarity, and purpose, and you hold yourself accountable to a high standard of service even without someone looking over your shoulder. You’re a strong communicator who can listen actively and write clearly, and you understand that great service starts with understanding the customer before offering a solution. You’re ready to earn trust one interaction at a time as you grow into the ACE you’re becoming. About Mach7: Mach7 Technologies helps healthcare organizations bring all their medical images together in one place so they can be easily accessed, shared, and used to support patient care. Our enterprise imaging solutions, including a vendor-neutral archive (VNA), enterprise PACS, the eUnity enterprise diagnostic viewer, and tele-radiology workflows, consolidate imaging from across the enterprise into a single, accessible source of truth. Built on open standards, including DICOM and a configurable HL7 engine, and free from proprietary data lock-in, our technology lets providers store, view, and share images on their own terms. The result is a simpler, more connected imaging environment that puts data ownership back where it belongs: with the people delivering care. Your data, your infrastructure, your choice. AI Expectations 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. CLIMBS Culture Code At Mach7, our culture is rooted in CLIMBS, a mindset that guides how we show up, collaborate, and grow each day. More than just a set of values, CLIMBS represents the standard we hold ourselves to and the way we approach our work, our teams, and our impact. C — Customer First Every decision starts with the customer’s perspective. Success = customer outcomes and satisfaction. L — Learn & Grow Curiosity keeps us climbing. We embrace continuous learning, share knowledge freely, and invest in each other’s development. I — Innovate for Impact We value meaningful, outcome-driven innovation over activity. We challenge the status quo and align behind real customer benefit. M — Minimize Complexity & Move As complex as needed but no more . Agility beats bureaucracy. We move fast and stay focused on what matters. B — Build Good Sh*t (Yes, intentionally memorable.) Extreme ownership, craftsmanship, and pride in high-quality work. S — Everyone Sells Not just Sales—Engineering, Product, Support, Finance, IT. We align behind commercial success to enable company success Mach7 Technologies is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, ethnicity, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other protected status under the law.