Technical Account Manager

Job Description

Job Description

Luxer Technical Account Manager:

At 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:
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 customer's 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)