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)
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 Sacrameto, CA area
Benefits
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.
Skills Required
- 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
- Ability to translate technical issues into business impact for non-technical stakeholders
- Background in SaaS/hardware support, field technical account management, or solutions engineering
- Successful track record of B2B solution sales and account management, ideally growing revenue for new markets or products
- Willingness to travel (up to 25%)
- Demonstrated success building strong direct relationships with customers
- Self-directed and able to succeed in ambiguous situations
- Creative problem solving
- Must be able to appear in-person for work in the Sacramento, CA area
What We Do
Welcome to the future of package delivery. With over 14 years in the locker business, Luxer One has managed millions of package deliveries across industries. Our mission? To relentlessly improve how the world receives goods.
