What are the responsibilities and job description for the Key Account Manager position at Forward Air Corporation?
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
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
- 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
Salary : $5 - $15