Technical Account Manager

Luxer One; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with employer match

Tuition reimbursement

Paid vacation and sick time

Hybrid work schedule

Job summary

Luxer One in Charlotte, NC is seeking a Technical Account Manager to own the technical relationship and system health for all assigned accounts, ensuring customers maximize value from the Luxer One platform. You will lead onboarding, monitor uptime, troubleshoot, and escalate to Engineering or Product when needed.

You will identify upsell opportunities, support expansion proposals with Account Executives, maintain CRM and technical documentation, and collaborate across teams to uphold SLA

Qualifications

• 4+ years of experience in field operations, hardware deployment, or installation management.
• Ability to manage multiple projects simultaneously with strong organizational skills.
• Willingness to travel up to 25% and to appear in-person in Charlotte, NC area.
• Background in SaaS/hardware support, field TAM or solutions engineering preferred.

Responsibilities

• 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 operations.
• Troubleshoot hardware and software issues and escalate as needed to Engineering or Product.
• Lead technical onboarding for new locations, configurations, integrations, and go-live support.
• Train customers and on-site staff on system usage and best practices.
• Manage and document all technical configurations across accounts.
• Conduct regular system health checks and technical business reviews.
• Partner with Product Development to relay technical feedback and champion needs.
• Collaborate with ISS to ensure smooth hand-offs and issue resolution.
• Identify upsell and expansion opportunities via technical engagement.
• Support expansion proposals with Account Executives and ensure PO flow.

Skills

Field operations

Hardware deployment

Installation management

Travel up to 25%

SaaS/hardware support

Account management

Job description

Charlotte, United States | Posted on 07/14/2026

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; elevate 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

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, 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.

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.

Luxer One is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.