Title: ACE 1 (Junior-Level Advocate for Customer Experience)

Team: Sales

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.
  

• 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