Key Account Manager

Job Description

Position: Key Account Manager

Compensation: 100,000-120,000 base

Job Description

The Key Account Manager (KAM) is responsible for managing a portfolio of mid-market to strategic accounts, ensuring customer satisfaction, retention, and growth. Operating with limited guidance, the KAM proactively plans and executes account strategies, drives integration conversations, and partners cross-functionally to deliver value. The KAM serves as a conduit between external customers and internal stakeholders, ensuring alignment across Operations, Sales, Finance, Solutions Design, and Implementation.

Key Responsibilities

• Own Strategic Account Plans for assigned customers
• Manage and Nurture Customer Accounts: Maintain and enhance customer relationships by providing personalized and proactive account management.
• Conduct monthly touchpoints and QBRs
• Understand the needs, objectives, and challenges of key accounts; leverage existing tools and resources to address key customer requirements
• Drive upsell and cross-sell opportunities
• Partner with Sales, Ops, Finance, and IT to ensure account success
• Lead EDI/API integration discussions
• Build and interpret KPI dashboards
• Support executive alignment as needed
• Monitor account health, risk, and growth trends
• Collaborate with internal teams to resolve issues and optimize performance
• Contribute to innovation pilots and process improvement initiatives
• Act as the central point of coordination between customer needs and internal capabilities
• Facilitate cross-functional collaboration to deliver seamless customer experiences
  
  

Qualifications

• Bachelor’s degree or an equivalent combination of experience, education, and training to perform the job functions
• 5 years in account management or customer success
• Experience with portfolios of ~$5–15M annual revenue
• Travel 25%
• Strong communication, planning, and negotiation skills
• Familiarity with logistics or transportation preferred
• Ability to manage multiple priorities and navigate ambiguity
• Proven ability to work cross-functionally and influence without authority
  
  

Forward Air is an Equal Opportunity Employer

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 " Americas Most Trustworthy Companies " publication