Technical Account Manager Job Sacramento California USA,IT/Tech

*** This role requires the ability to commute to our Sacramento, CA office 3 days per week, remote work and relocation is not offered***

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.

We're seeking a Technical Account Manager to own the technical relationship and system health for all assigned accounts, and act as a first point of contact for technical or account-related issues. You'll ensure customers get maximum value from the Luxer One platform, while surfacing and supporting growth opportunities through deep technical trust.

What You'll Do: PRIMARY — Technical & Account 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; escalated 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
Serve as first point of contact for technical or account-related issues

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

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

At A Minimum, You Should Have:

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…