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.
About the position
BRIGHTPICK is looking for a Technical Account Manager to be the face of Brightpick for a portfolio of live sites across North America. You are their insider at Brightpick and the person accountable for the health of the account, with our support, service, and engineering teams behind you. For each account you run scheduled system health reviews, track performance against the KPIs the customer is contractually measured on, identify improvements worth making, route issues to the right team and keep them visible until they close, and lead the conversation when performance falls short of what was committed. Adaptability, analytical credibility, and the discipline to prioritize across several accounts at once will be key as we tackle the ambiguity in our rapidly-growing startup environment. The role calls for three people at once:
- a relationship keeper who runs a calm, professional cadence
- an analyst who knows what the numbers are really saying and what to recommend
- a negotiator who keeps us and the customer aligned on the system operation
This is neither a help desk role nor a pass-through: you will understand the system well enough to know what is actually being asked, who should answer it, and whether the answer is right. It also takes face time with both the customer and the system, so when a customer says come see my system, you go. You are not expected to solve everything yourself. Our support, service, engineering, and sales teams each carry their part, and your job is to connect them so the customer never has to work out who inside Brightpick solves their problem.
Responsibilities and Expectations:
- Customer Relationship and Executive Communication - Build long-term, trusted relationships across your accounts, from the floor supervisors who use the system daily to the executives who signed for it. Keep satisfaction high, stay close enough to each operation to know how it is really doing, and make sure their leadership hears a straight story from us.
- Customer Health and Performance Reviews - Run regular system health reviews rather than waiting for something to break. Track the KPIs each customer is measured against, pull the data yourself from dashboards and reports, separate Brightpick-side causes from customer-side causes, and turn what you find into concrete recommendations.
- Negotiation and Expectation Management - Own the contractual performance conversation through ramp-up, acceptance, expansions, added robots, and new features. Negotiate concrete remediation step plans with customers, document them, and drive both sides. Communicate confidently without over-promising.
- Escalation Coordination - When something needs service, engineering, or a commercial decision, get it to the right team and own the follow-through until it closes. The customer should never have to chase us or repeat themselves.
- Integration and Configuration - Own the customer-facing side of integration and configuration: understand their operation and order profile, gather requirements, set expectations, and recommend configuration changes to our product and solution teams. Our engineering team handles the deep technical mapping, but you are the one who understands what the customer needs and why.
- Expansion Identification - Spot where a customer could get more out of us, whether that is more robots, new features, or another site, and hand the opportunity to our sales team, who own pricing, proposals, and contracts.
Skills/Knowledge/Experience in your toolbox:
- 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: the confidence to speak up on a live customer call, the diplomacy to defuse one, and the judgment to escalate rather than absorb what cannot be resolved.
- Excellent stakeholder management, and the organizational skills to carry a portfolio of accounts at once and prioritize across them without dropping anyone.
- Experience defending, negotiating, or managing contractual KPIs, SLAs, or acceptance criteria with customers, and comfort operating between customer expectations and company capacity.
- Basic comfort with tools and terms like PostgreSQL, Grafana, Kibana, WMS, SAP, REST APIs and webhooks, AMR, goods-to-person, ASRS, SLA, bonus points if you actually read this whole list, RaaS, 3PL, Jira, e-commerce, and pointing an LLM at your own 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.