Account Manager - Inside Sales

Forward Air

3d•Onsite

About The Position

The Inside Sales Account Manager is responsible for managing, retaining, and revitalizing relationships with a portfolio of strategically important, down-trending or smaller accounts within the intermodal transportation sector. This role directly supports the sales team by focusing on revenue recovery and growth, ensuring that assigned accounts meet or exceed quarterly revenue targets. The ISAM acts as both a relationship manager and a commercial strategist, working cross-functionally to diagnose account performance issues and implement solutions that regain customer confidence and drive sustainable revenue.

Requirements

Bachelor’s degree in Business, Supply Chain, Transportation, or a related field, or equivalent professional experience.
Strong analytical skills, including forecasting and performance analysis.
Exceptional communication, negotiation, and relationship-building capabilities.
Experience working with accounts in the logistics or intermodal industry.
Proficiency in CRM platforms and reporting tools.
Understanding of intermodal transportation operations, service offerings, and market dynamics.
Commercial ownership and revenue focus
Strategic thinking and problem-solving
Customer advocacy and relationship leadership
Strong teamwork and communication
Data-driven decision-making
High accountability and follow-through

Responsibilities

Manage a list of accounts identified as down-trending or low revenue producing, focusing on re-engagement, retention, and revenue growth.
Conduct root-cause analyses on declining accounts and develop tailored action plans to restore performance.
Own forecasting and revenue tracking for assigned accounts, ensuring alignment with quarterly team revenue goals.
Lead regular business reviews with customers to discuss performance, opportunities, challenges, and strategic initiatives.
Serve as the primary point of contact for accounts, ensuring exceptional customer service and communication.
Rebuild trust with accounts through proactive problem-solving, responsiveness, and alignment with customer expectations.
Coordinate customer escalations and collaborate with operations, customer service, pricing, and product teams to resolve issues promptly.
Identify upsell, cross-sell, and service-expansion opportunities within assigned accounts.
Monitor market trends, customer behavior, and competitive positioning to anticipate risks and opportunities.
Work closely with operations, pricing, marketing, and leadership to deliver tailored solutions that address customer needs.
Collaborate with the sales leadership team on quarterly planning, territory alignment, and revenue-recovery initiatives.