Note: The job is a remote job and is open to candidates in USA. Forward Air Corporation is a transportation and logistics company. The Senior Account Manager - LTL leads, retains, and grows strategic customer accounts by developing account plans, identifying revenue opportunities, managing customer relationships, and driving operational performance. The role also leads business reviews, resolves complex customer challenges, and coordinates cross-functionally to improve retention and profitability.
Responsibilities
- Manage a portfolio of strategic customer accounts with responsibility for retention, growth, profitability, and overall account performance
- Serve as the primary relationship owner for assigned accounts, building strong partnerships with stakeholders across operational, financial, procurement, and executive leadership levels
- Understand customer supply chain strategies and align transportation solutions to support business objectives and long-term partnership growth
- Position the Company as a preferred transportation provider within customer logistics networks and supply chain ecosystems
- Develop, maintain, and execute strategic account plans focused on revenue growth, retention, operational performance, and customer success
- Monitor and analyze account performance, revenue trends, customer satisfaction metrics, and retention risks to identify opportunities and recommend strategic actions
- Identify organic growth opportunities, share-of-wallet expansion opportunities, and additional transportation solutions within existing customer portfolios
- Establish and maintain customer-specific performance metrics and reporting frameworks to identify root causes, lead corrective action planning, and drive continuous improvement initiatives
- Create, prepare, and lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning discussions with customer leadership teams
- Act as a customer advocate within the organization, influencing internal stakeholders and aligning resources to support customer commitments, account objectives, and business priorities
- Drive account retention, expansion, and profitability through effective commercial strategy, contract renewals, pricing discussions, and customer negotiations
- Partner with Sales on strategic growth opportunities, RFP responses, customer expansions, contract negotiations, and win-back initiatives
- Collaborate cross-functionally with Operations, Customer Service, Pricing, Commercial, and Leadership teams to improve account performance and customer experience
- Provide guidance, mentorship, and best-practice sharing to Account Managers and other team members as a subject matter expert within the LTL business
- Monitor transportation industry trends, market conditions, customer needs, and competitive activity to identify opportunities and mitigate business risks
- Lead customer onboarding, implementation activities, solution launches, and major account transitions
- Manage high-level customer escalations, service concerns, and operational challenges through effective cross-functional leadership and decision-making
- Maintain accurate account plans, forecasting information, customer activity, growth opportunities, and pipeline visibility within Salesforce and other business systems
- All other duties as assigned to meet evolving business needs
Skills
- Undergraduate degree in Business, Supply Chain, Logistics, Transportation, or a related field from an accredited college or university required
- 5+ years of transportation, logistics, account management, business development, or related customer-facing experience required, with demonstrated success managing strategic customer relationships
- Deep understanding of transportation, freight operations, transportation networks, pricing strategies, terminal/station environments, and related logistics functions
- Demonstrated experience managing complex customer accounts, leading executive-level discussions, and developing strategic account growth plans
- Strong business acumen with the ability to analyze financial, operational, and customer performance data to support decision-making and growth initiatives
- Proven ability to identify revenue risks, develop retention strategies, lead commercial discussions, and drive profitable customer growth
- Exceptional relationship management, communication, negotiation, presentation, and problem-solving skills
- Demonstrated ability to influence cross-functional teams and effectively manage competing priorities in a fast-paced environment
- 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.), Salesforce, and web conferencing (Teams, Zoom, Webex, etc.)
Benefits
- Remote work
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