Technical Account Manager

Luxer Technical Account Manager:

At Luxer One were committed to simplifying life by automating package acceptance and completely solving the package problem using the best technologies available. Whether solving the problem in multifamily apartments placing lockers in Libraries for a convenient pickup or solving package management challenges for corporate offices we dedicate ourselves to finding the best solutions for our customers.

Key responsibilities include:
Own the technical relationship and system health for all assigned accounts ensuring customers get maximum value from the Luxer One platform while surfacing and supporting growth opportunities through deep technical trust.

PRIMARY Technical Management

• Serve as the primary technical point of contact for all assigned accounts
  

• Own system health uptime and performance monitoring across each customers Luxer infrastructure
  

• Proactively identify and resolve technical issues before they impact customer operations
  

• Troubleshoot hardware and software issues; escalate to Engineering or Product when necessary
  

• Lead technical onboarding for new locations configurations integrations and go-live support
  

• Train customers and on-site staff on system usage best practices and new feature adoption
  

• Manage and document all technical configurations across assigned accounts
  

• Conduct regular system health check-ins and technical business reviews
  

• Partner with Product Development to relay technical feedback and champion customer needs
  

• Collaborate with ISS to ensure seamless hand-offs and issue resolution
  

SECONDARY Growth

• Identify upsell and expansion opportunities uncovered through technical engagement
  

• Partner with Account Executives to provide technical support on expansion proposals
  

• Ensure customers submit Purchase Orders for new locations
  

• Ensure customers are current on invoices; follow up on outstanding AR
  

• Collaborate with Marketing on technical case studies and customer success stories
  

• Maintain accurate CRM records and technical documentation across all accounts
  

OUTCOMES

• System uptime and performance targets met or exceeded across all accounts
  

• Technical issues resolved within SLA zero preventable churn from technical failures
  

• Customers trained and fully adopted on current product features
  

• New locations onboarded on time and to spec
  

• Upsell opportunities identified and surfaced to appropriate AE or closed directly
  

• Clean accurate technical documentation and CRM records
  

KEY INTERACTIONS

• Internal: GM - ARR ISS (Implementation & Support) Engineering Product Account Executives Customer Success
  

• External: Property Managers IT Contacts On-site Staff Decision-Makers
  

KPIs

• System uptime across managed accounts
  

• SLA compliance on technical issue resolution (Sev 1 2 3)
  

• Time-to-resolution on escalations
  

• New location onboarding completion rate and on-time delivery
  

• Customer feature adoption rate
  

• Upsell opportunities surfaced per quarter
  

• CRM and technical documentation accuracy
  

Requirements

Required skills and qualifications:

• 4 years of experience in field operations hardware deployment or installation management
  
• Ability to manage multiple projects simultaneously
  
• Strong organizational skills and attention to detail
  
• Requires strong ability to translate technical issues into business impact for non-technical stakeholders
  
• Ideal background: SaaS/hardware support field technical account management or solutions engineering
  
• Successful track record of B2B solution sales and account management ideally helping grow revenue in a new market or for a new product
  
• Willingness to travel on a frequent basis (up to 25%)
  
• Demonstrate success in building strong direct relationships with customers
  
• Self-directed with a track record of succeeding in ambiguous situations
  
• Creative problem solving this is a program in its early phases; you will have to overcome unforeseen challenges.
  
• Must be able to appear in-person for work in the Charlotte NC area
  

Benefits

• You will have a 401k with up to 4.5% matching untracked vacation and a hybrid work schedule.
  

• We promote education through tuition reimbursement.
  

• You will also have medical dental vision and life insurance programs as well as employee assistance programs.
  

• Youll have opportunities to advance.
  

• Were fans of helping our employees learn different aspects of the business be challenged with new tasks be mentored and grow.
  

• We promoted 42% of our employees last year!
  

Equal Employment Opportunity Statement

Luxer One is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability veteran status or any other legally protected status.