Technical Account Manager

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 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 accountsOUTCOMESSystem 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 INTERACTIONSInternal: GM - ARR, ISS (Implementation & Support), Engineering, Product, Account Executives, Customer SuccessExternal: Property Managers, IT Contacts, On-site Staff, Decision-MakersKPIsSystem 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 accuracyRequirementsRequired 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.Must be able to appear in-person for work in the Charlotte, NC areaBenefitsPerks & BenefitsWe 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 StatementLuxer 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.​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 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 accountsOUTCOMESSystem 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 INTERACTIONSInternal: GM - ARR, ISS (Implementation & Support), Engineering, Product, Account Executives, Customer SuccessExternal: Property Managers, IT Contacts, On-site Staff, Decision-MakersKPIsSystem 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 accuracy

Luxer Technical Account Manager:

Luxer Technical Account Manager:Luxer Technical Account Manager:Luxer Technical Account Manager:Luxer Technical Account Manager: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.

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.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.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.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.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.

Key responsibilities include:Key responsibilities include:Key responsibilities include:Key responsibilities include: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.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.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.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.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.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

PRIMARY — Technical ManagementPRIMARY — Technical ManagementPRIMARY — Technical ManagementPRIMARY — Technical ManagementPRIMARY — Technical ManagementPRIMARY — Technical Management

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

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

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

• Own system health, uptime, and performance monitoring across each customer's Luxer infrastructure

Own system health, uptime, and performance monitoring across each customer's Luxer infrastructure

Own system health, uptime, and performance monitoring across each customer's Luxer infrastructureOwn system health, uptime, and performance monitoring across each customer's Luxer infrastructureOwn system health, uptime, and performance monitoring across each customer's Luxer infrastructureOwn system health, uptime, and performance monitoring across each customer's Luxer infrastructureOwn system health, uptime, and performance monitoring across each customer's Luxer infrastructure

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

Proactively identify and resolve technical issues before they impact customer operations

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

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

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

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

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

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

Lead technical onboarding for new locations — configurations, integrations, and go-live supportLead technical onboarding for new locations — configurations, integrations, and go-live supportLead technical onboarding for new locations — configurations, integrations, and go-live supportLead technical onboarding for new locations — configurations, integrations, and go-live supportLead 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

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

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

• Manage and document all technical configurations across assigned accounts

Manage and document all technical configurations across assigned accounts

Manage and document all technical configurations across assigned accountsManage and document all technical configurations across assigned accountsManage and document all technical configurations across assigned accountsManage and document all technical configurations across assigned accountsManage and document all technical configurations across assigned accounts

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

Conduct regular system health check-ins and technical business reviews

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

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

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

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

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

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

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

SECONDARY — Growth

SECONDARY — GrowthSECONDARY — GrowthSECONDARY — GrowthSECONDARY — GrowthSECONDARY — GrowthSECONDARY — Growth

• Identify upsell and expansion opportunities uncovered through technical engagement

Identify upsell and expansion opportunities uncovered through technical engagement

Identify upsell and expansion opportunities uncovered through technical engagementIdentify upsell and expansion opportunities uncovered through technical engagementIdentify upsell and expansion opportunities uncovered through technical engagementIdentify upsell and expansion opportunities uncovered through technical engagementIdentify upsell and expansion opportunities uncovered through technical engagement

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

Partner with Account Executives to provide technical support on expansion proposals

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

• Ensure customers submit Purchase Orders for new locations

Ensure customers submit Purchase Orders for new locations

Ensure customers submit Purchase Orders for new locationsEnsure customers submit Purchase Orders for new locationsEnsure customers submit Purchase Orders for new locationsEnsure customers submit Purchase Orders for new locationsEnsure customers submit Purchase Orders for new locations

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

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

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

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

Collaborate with Marketing on technical case studies and customer success stories

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

• Maintain accurate CRM records and technical documentation across all accounts

Maintain accurate CRM records and technical documentation across all accounts

Maintain accurate CRM records and technical documentation across all accountsMaintain accurate CRM records and technical documentation across all accountsMaintain accurate CRM records and technical documentation across all accountsMaintain accurate CRM records and technical documentation across all accountsMaintain accurate CRM records and technical documentation across all accounts

OUTCOMES

OUTCOMESOUTCOMESOUTCOMESOUTCOMESOUTCOMESOUTCOMES

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

System uptime and performance targets met or exceeded across all accounts

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

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

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

Technical issues resolved within SLA — zero preventable churn from technical failuresTechnical issues resolved within SLA — zero preventable churn from technical failuresTechnical issues resolved within SLA — zero preventable churn from technical failuresTechnical issues resolved within SLA — zero preventable churn from technical failuresTechnical issues resolved within SLA — zero preventable churn from technical failures

• Customers trained and fully adopted on current product features

Customers trained and fully adopted on current product features

Customers trained and fully adopted on current product featuresCustomers trained and fully adopted on current product featuresCustomers trained and fully adopted on current product featuresCustomers trained and fully adopted on current product featuresCustomers trained and fully adopted on current product features

• New locations onboarded on time and to spec

New locations onboarded on time and to spec

New locations onboarded on time and to specNew locations onboarded on time and to specNew locations onboarded on time and to specNew locations onboarded on time and to specNew locations onboarded on time and to spec

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

Upsell opportunities identified and surfaced to appropriate AE or closed directly

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

• Clean, accurate technical documentation and CRM records

Clean, accurate technical documentation and CRM records

Clean, accurate technical documentation and CRM recordsClean, accurate technical documentation and CRM recordsClean, accurate technical documentation and CRM recordsClean, accurate technical documentation and CRM recordsClean, accurate technical documentation and CRM records

KEY INTERACTIONS

KEY INTERACTIONSKEY INTERACTIONSKEY INTERACTIONSKEY INTERACTIONSKEY INTERACTIONSKEY INTERACTIONS

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

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

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

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

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

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

KPIs

KPIsKPIsKPIsKPIsKPIsKPIs

• System uptime across managed accounts

System uptime across managed accounts

System uptime across managed accountsSystem uptime across managed accountsSystem uptime across managed accountsSystem uptime across managed accountsSystem uptime across managed accounts

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

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

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

• Time-to-resolution on escalations

Time-to-resolution on escalations

Time-to-resolution on escalationsTime-to-resolution on escalationsTime-to-resolution on escalationsTime-to-resolution on escalationsTime-to-resolution on escalations

• New location onboarding completion rate and on-time delivery

New location onboarding completion rate and on-time delivery

New location onboarding completion rate and on-time deliveryNew location onboarding completion rate and on-time deliveryNew location onboarding completion rate and on-time deliveryNew location onboarding completion rate and on-time deliveryNew location onboarding completion rate and on-time delivery

• Customer feature adoption rate

Customer feature adoption rate

Customer feature adoption rateCustomer feature adoption rateCustomer feature adoption rateCustomer feature adoption rateCustomer feature adoption rate

• Upsell opportunities surfaced per quarter

Upsell opportunities surfaced per quarter

Upsell opportunities surfaced per quarterUpsell opportunities surfaced per quarterUpsell opportunities surfaced per quarterUpsell opportunities surfaced per quarterUpsell opportunities surfaced per quarter

• CRM and technical documentation accuracy

CRM and technical documentation accuracy

CRM and technical documentation accuracyCRM and technical documentation accuracyCRM and technical documentation accuracyCRM and technical documentation accuracyCRM and technical documentation accuracy