Key Account Manager

Forward Air•Dallas, TX

31d•$100,000 - $120,000

About The Position

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.

Requirements

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
Ability to manage multiple priorities and navigate ambiguity
Proven ability to work cross-functionally and influence without authority

Nice To Haves

Familiarity with logistics or transportation preferred

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