Job DescriptionLuxer Technical Account Manager: 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)
- 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
RequirementsRequired 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
BenefitsPerks & 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, 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.
- 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!
