Advocate for Customer Experience - South Burlington - Mach7 Technologies

    Mach7 Technologies
    Mach7 Technologies South Burlington

    1 week ago

    Description
    Job Description
    ACE
    Team: Flight Crew
    Location: Hybrid or Remote - Work from Home with Flexibility
    About the Mission
    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.
    Your Role
    You'll serve as a strategic advisor to a portfolio of healthcare partners, engaging stakeholders across clinical, operational, and executive teams to ensure alignment, success, and sustained value from Mach7 solutions.
    From onboarding through renewal (and beyond), you'll be their go-to guide-someone who listens first, leads with empathy, and confidently navigates both service excellence and commercial conversations. You'll anticipate challenges, celebrate wins, and know when to escalate, educate, mentor, or simply be present.
    You'll work closely with our Sales (Flight Plan Advisors), Product, Engineering, and Flight Crew teams-not only to ensure customers feel supported, but to model and mentor exceptional service behaviors internally, raising the bar for how Mach7 shows up for customers.
    What You'll Do
    • 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
    • Align 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
    About You
    • You've worked in healthcare or healthcare IT and understand the complexity of clinical and operational environments
    • You are naturally extroverted, approachable, and energized by engaging with customers, with a genuine love for listening and learning
    • You set a high standard for service and take pride in delivering an experience that feels thoughtful, premium, and human
    • You're a relationship builder who knows how to earn trust and keep communication open-even in challenging moments
    • You bring clarity to complexity, anticipating needs and guiding customers forward with confidence
    • You've managed high-value customer relationships and supported complex SaaS implementations
    • You're comfortable and credible in executive conversations and hands-on problem-solving with frontline users
    • You're comfortable discussing renewals, expansions, and billing with confidence and professionalism
    • You believe it's reasonable-and valuable-to invest in great software and support, and you communicate that belief clearly and proudly
    • You're highly organized, collaborative, adaptable, and proactive
    • You own outcomes-good or bad-because you care deeply about doing the right thing
    • You believe a great customer experience starts with a great human connection
    Bonus Points If You Have
    • 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
    Why Fly With Us
    • Purpose-driven work with real-world impact in healthcare
    • Remote-first flexibility and a Flight Crew that has your back
    • A chance to grow-your career, your impact, and your skills
    • A culture of clarity, curiosity, momentum, and pride in how we serve customers
    Ready for Takeoff?
    If you're passionate about exceptional service, meaningful relationships, and confidently delivering real value, we'd love to hear from you.

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