Job DescriptionLuxer Commercial Account Manager - Major Accounts:Key responsibilities include:As a Commercial Account Manager - Major Accounts, you will manage full-cycle account management motion - from prospecting through retention and expansion. In this role, you will work closely with existing customers to expand their Luxer One systems, and collaborate across functions with Marketing, Customer Success, Operations, Product, and Finance.What You'll Do: - First point of contact for customers
- Support commercial accounts through their lifecycle
- Upsell new products, services, additional locations, and replacements
- Work with existing customers to expand their Luxer One systems
- Proactively manage client relationships; ensure the Luxer system continues to meet their needs
- Ensure customers pay invoices on time; follow up on outstanding AR
- Ensure customers submit Purchase Orders for new locations
- Partner with clients on product improvements - act as their voice internally
- Collaborate with Marketing on customer case studies as a sales enablement tool
- Serve as the technical master for each customer's Luxer infrastructure
- Escalate technical or product issues; resolve directly when within scope
- Develop and maintain deep knowledge of the full Luxer One product suite
- Assist the Project Management team with onboarding and new customer locations
- Collaborate with CS, Operations, and Product to address customer inquiries
- Provide actionable customer feedback to Product Development
- Maintain accurate CRM records (Zoho) across all accounts and pipeline
- Must maintain deep technical knowledge of Luxer One's hardware and software ecosystem
OUTCOMES
- Pipeline generated, advanced, and closed within assigned segment
- Revenue targets met or exceeded (new logos + expansion)
- Client retention and satisfaction across portfolio
- Invoices paid and POs submitted on time
- Technical issues resolved quickly with minimal client disruption
- Clean, up-to-date CRM records
KEY INTERACTIONS
- Internal: New Ventures Lead, Customer Success, Operations, Product, Marketing, Finance
- External: Clients, Leads and Prospects, Property Managers, Decision-Makers
KPIs
- NPS > 80
- Upsell / expansion revenue per account
- Accounts current on invoices (% on-time payment)
- PO submission rate for new locations
- CRM hygiene scorecard
- Response time on escalations
RequirementsRequired skills and qualifications:- 3-5 years account management or AE experience required (SaaS/hardware/tech preferred)
- Be Humble, Hungry, People Smart - self-starter who stays focused on the customer
- Bachelor's degree or equivalent experience
- 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 Charlotte, NC area
BenefitsPerks & BenefitsWe believe that taking care of our team means more than just a paycheck. That's why we offer a well-rounded benefits package designed to support your health, growth, and work-life balance. Our offerings include comprehensive medical, dental, and vision coverage, a 401(k) plan with employer match to help you invest in your future, and tuition reimbursement to keep your career moving forward. You'll also enjoy paid vacation and sick time, giving you the flexibility to recharge and take care of what matters most.
- 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!
