Technical Account Manager

Luxer Technical Account ManagerAt Luxer One, we're 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:PRIMARY — Technical ManagementServe as the primary technical point of contact for all assigned accountsOwn system health, uptime, and performance monitoring across each customer's Luxer infrastructureProactively identify and resolve technical issues before they impact customer operationsTroubleshoot hardware and software issues; escalate to Engineering or Product when necessaryLead technical onboarding for new locations — configurations, integrations, and go-live supportTrain customers and on-site staff on system usage, best practices, and new feature adoptionManage and document all technical configurations across assigned accountsConduct regular system health check-ins and technical business reviewsPartner with Product Development to relay technical feedback and champion customer needsCollaborate with ISS to ensure seamless hand-offs and issue resolutionSECONDARY — GrowthIdentify upsell and expansion opportunities uncovered through technical engagementPartner with Account Executives to provide technical support on expansion proposalsEnsure customers submit Purchase Orders for new locationsEnsure customers are current on invoices; follow up on outstanding ARCollaborate with Marketing on technical case studies and customer success storiesMaintain accurate CRM records and technical documentation across all accountsOutcomes:System uptime and performance targets met or exceeded across all accountsTechnical issues resolved within SLA — zero preventable churn from technical failuresCustomers trained and fully adopted on current product featuresNew locations onboarded on time and to specUpsell opportunities identified and surfaced to appropriate AE or closed directlyClean, accurate technical documentation and CRM recordsKey Interactions:Internal: GM - ARR, ISS (Implementation & Support), Engineering, Product, Account Executives, Customer SuccessExternal: Property Managers, IT Contacts, On-site Staff, Decision-MakersKPIs:System uptime across managed accountsSLA compliance on technical issue resolution (Sev 1, 2, 3)Time-to-resolution on escalationsNew location onboarding completion rate and on-time deliveryCustomer feature adoption rateUpsell opportunities surfaced per quarterCRM and technical documentation accuracyRequirements:Required skills and qualifications:4+ years of experience in field operations, hardware deployment, or installation managementAbility to manage multiple projects simultaneouslyStrong organizational skills and attention to detailRequires strong ability to translate technical issues into business impact for non-technical stakeholdersIdeal background: SaaS/hardware support, field technical account management, or solutions engineeringSuccessful track record of B2B solution sales and account management, ideally helping grow revenue in a new market or for a new productWillingness to travel on a frequent basis (up to 25%)Demonstrate success in building strong direct relationships with customersSelf-directed, with a track record of succeeding in ambiguous situationsCreative problem solving – this is a program in its early phases; you will have to overcome unforeseen challenges.Benefits:We believe that taking care of our team means more than just a paycheck. That's why we offer a well-rounded benefits package designed to support your health, growth, and work-life balance. Our offerings include comprehensive medical, dental, and vision coverage, a 401(k) plan with employer match to help you invest in your future, and tuition reimbursement to keep your career moving forward. You'll also enjoy paid vacation and sick time, giving you the flexibility to recharge and take care of what matters most. You will have a 401k with up to 4.5% matching, generous accrued vacation time, 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. You'll have opportunities to advance. We're 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.