Note: The job is a remote job and is open to candidates in USA. Forward Air Corporation is a logistics and transportation company, and they are seeking a Key Account Manager to drive customer retention and revenue growth. The role involves developing strategic account plans, building executive-level relationships, and collaborating with various teams to ensure successful customer outcomes.
Responsibilities
- Develop and execute strategic account plans that drive customer retention and revenue growth
- Build and maintain executive-level relationships, serving as a trusted advisor and primary strategic contact
- Lead business reviews, executive alignment meetings, and quarterly business reviews (QBRs) to evaluate performance, identify opportunities, and maintain strategic alignment
- Partner with customers to develop growth roadmaps, innovation strategies, and continuous improvement initiatives
- Identify, qualify, and pursue expansion opportunities across services, business units, geographies, and solution offerings
- Own customer performance metrics and KPIs, delivering insights and recommendations that improve operational and financial results
- Lead resolution of complex business challenges while balancing customer needs with organizational objectives
- Collaborate with Operations, Sales, Finance, Solutions Design, IT, Engineering, and Implementation teams to ensure successful customer outcomes
- Translate customer goals, challenges, and priorities into actionable internal strategies and resource plans
- Champion digital transformation, automation, and technology-enabled solutions that increase customer value and operational efficiency
- Monitor account health, identify retention risks, and implement proactive mitigation strategies
- Drive account forecasting, revenue planning, and strategic growth initiatives
- Represent the organization in executive sponsor programs, customer strategy sessions, industry events, and other high-visibility engagements
- Provide market intelligence, industry insights, and competitive feedback to support business planning and solution development
- Promote a customer-centric culture by influencing and aligning cross-functional stakeholders around account objectives and customer commitments
- All other duties as assigned to meet evolving business needs
Skills
- Undergraduate degree in a related field from an accredited college or university required
- 8+ years of progressive experience in strategic account management, enterprise customer success, business development, or related customer-facing leadership roles
- Proven success managing complex customer portfolios with annual revenues of approximately $15M to $50M+ while consistently achieving retention and growth objectives
- Deep expertise in logistics, transportation, supply chain management, contract logistics, warehousing, distribution, or related industries
- Demonstrated success developing and executing account growth strategies that drive revenue expansion, customer retention, and profitability
- Strong executive presence with the ability to influence, negotiate, and build credibility with senior leaders internally and externally
- Experience leading cross-functional teams and driving alignment across Sales, Operations, Finance, IT, Solutions Design, Engineering, and Implementation functions
- Exceptional analytical, communication, presentation, and relationship management skills with a consultative approach to problem solving
- Demonstrated discretion and confidentiality in handling and protecting sensitive information
- Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
- Remote; must be comfortable with travel for related meetings/events
- Professional certifications such as CSCMP, APICS/ASCM, or similar credentials
- Experience supporting customers in complex industries such as life sciences, aerospace, automotive, high-tech, industrial manufacturing, consumer goods, or related sectors
Benefits
- Remote
Company Overview