Technical Account Manager – Growth & Uptime (Hybrid)

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

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