Technical Account Manager
About the company
Solving the most impactful problems in eCommerce, Brightpick is one of the fastest growing businesses in Central Europe now expanding to North America. We leverage deep expertise in 3D vision with advanced AI algorithms, state‑of‑the‑art mobile robotics, and intuitive optimization and orchestration software to fully automate a warehouse. If you want to work at a company that is using some of the most advanced technologies to solve the biggest challenges in the fastest growing markets, Brightpick is the right place for you.
Location & Employment
Remote, with a strong preference for candidates based in Austin, TX. Full‑time.
Compensation
Starting at $125,000 gross per year, depending on experience and skills.
About the role
BRIGHTPICK is looking for a Technical Account Manager to be the face of Brightpick for a portfolio of live sites across North America. You will be the insider at Brightpick and the person accountable for the health of the account, with support, service, and engineering teams behind you. For each account you will run scheduled system health reviews, track performance against contractual KPIs, identify improvements, route issues to the right team and keep them visible until they close, and lead the conversation when performance falls short of commitments. The role combines relationship‑keeping, analytical insight, and negotiation to keep customers and Brightpick aligned.
Responsibilities and Expectations
- Customer Relationship and Executive Communication – Build long‑term, trusted relationships across your accounts, from floor supervisors to executives. Keep satisfaction high, stay close enough to know how the operation is really doing, and ensure leadership receives a clear story from us.
- Customer Health and Performance Reviews – Run regular system health reviews, track KPIs, pull data from dashboards and reports, separate Brightpick‑side causes from customer‑side causes, and turn findings into concrete recommendations.
- Negotiation and Expectation Management – Own the contractual performance conversation through ramp‑up, acceptance, expansions, added robots, and new features. Negotiate remediation step plans, document them, and drive both sides while communicating confidently without over‑promising.
- Escalation Coordination – When service, engineering, or commercial decisions are needed, route the issue to the right team and own the follow‑through until closure. The customer should never have to chase us or repeat themselves.
- Integration and Configuration – Own the customer‑facing side of integration and configuration: understand the operation and order profile, gather requirements, set expectations, and recommend configuration changes to product and solution teams. Engineering handles deep technical mapping.
- Expansion Identification – Spot opportunities for customers to get more value (additional robots, new features, new sites) and hand them to the sales team, which owns pricing, proposals, and contracts.
Skills, Knowledge, and Experience
- Bachelor's degree, preferably in tech/industrial engineering.
- 5+ years of experience in warehouse automation, fulfillment, or industrial systems in a customer‑facing technical role.
- Polished, professional communication: confidence to speak up on live customer calls, diplomacy to defuse tension, and judgment to escalate when needed.
- Excellent stakeholder management and organizational skills to manage a portfolio of accounts and prioritize without dropping anyone.
- Experience defending, negotiating, or managing contractual KPIs, SLAs, or acceptance criteria with customers.
- Basic comfort with tools and terms such as PostgreSQL, Grafana, Kibana, WMS, SAP, REST APIs, webhooks, AMR, goods‑to‑person, ASRS, SLA; bonus points for familiarity with RaaS, 3PL, Jira, e‑commerce, and using LLMs for analysis.
- Fluent English required.
- US‑based and authorized to work in the US; Austin, TX preferred. Remote possible with Eastern Time preferred; Central Time the farthest west considered.
- Willingness to travel approximately 25% of the time, mostly in North America, sometimes on short notice.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance