Key Account Manager

Forward Air • United States,

5d • Remote

About The Position

The Key Account Manager will be responsible for developing and executing strategic account plans to drive customer retention and revenue growth. This role involves building and maintaining executive-level relationships, serving as a trusted advisor, and leading various business reviews to ensure strategic alignment and identify opportunities. The Key Account Manager will partner with customers on growth roadmaps, innovation strategies, and continuous improvement initiatives, while also identifying and pursuing expansion opportunities across services and offerings. Owning customer performance metrics and KPIs, this role will deliver insights to improve operational and financial results, and lead the resolution of complex business challenges. Collaboration with various internal teams such as Operations, Sales, Finance, and IT is crucial for successful customer outcomes. The Key Account Manager will champion digital transformation and automation, monitor account health, and drive account forecasting and revenue planning. Representation of the organization in executive sponsor programs and industry events is also a key aspect of this role, along with providing market intelligence and promoting a customer-centric culture.

Requirements

• Undergraduate degree in a related field from an accredited college or university required.
• 8+ years of progressive experience in strategic account management, enterprise customer success, business development, or related customer-facing leadership roles.
• Proven success managing complex customer portfolios with annual revenues of approximately $15M to $50M+ while consistently achieving retention and growth objectives.
• Deep expertise in logistics, transportation, supply chain management, contract logistics, warehousing, distribution, or related industries.
• Demonstrated success developing and executing account growth strategies that drive revenue expansion, customer retention, and profitability.
• Strong executive presence with the ability to influence, negotiate, and build credibility with senior leaders internally and externally.
• Experience leading cross-functional teams and driving alignment across Sales, Operations, Finance, IT, Solutions Design, Engineering, and Implementation functions.
• Exceptional analytical, communication, presentation, and relationship management skills with a consultative approach to problem solving.
• 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.) and web conferencing (Teams, Zoom, Webex, etc.).

Nice To Haves

• Professional certifications such as CSCMP, APICS/ASCM, or similar credentials preferred.
• Experience supporting customers in complex industries such as life sciences, aerospace, automotive, high-tech, industrial manufacturing, consumer goods, or related sectors preferred.

Responsibilities

• Develop and execute strategic account plans that drive customer retention and revenue growth.
• Build and maintain executive-level relationships, serving as a trusted advisor and primary strategic contact.
• Lead business reviews, executive alignment meetings, and quarterly business reviews (QBRs) to evaluate performance, identify opportunities, and maintain strategic alignment.
• Partner with customers to develop growth roadmaps, innovation strategies, and continuous improvement initiatives.
• Identify, qualify, and pursue expansion opportunities across services, business units, geographies, and solution offerings.
• Own customer performance metrics and KPIs, delivering insights and recommendations that improve operational and financial results.
• Lead resolution of complex business challenges while balancing customer needs with organizational objectives.
• Collaborate with Operations, Sales, Finance, Solutions Design, IT, Engineering, and Implementation teams to ensure successful customer outcomes.
• Translate customer goals, challenges, and priorities into actionable internal strategies and resource plans.
• Champion digital transformation, automation, and technology-enabled solutions that increase customer value and operational efficiency.
• Monitor account health, identify retention risks, and implement proactive mitigation strategies.
• Drive account forecasting, revenue planning, and strategic growth initiatives.
• Represent the organization in executive sponsor programs, customer strategy sessions, industry events, and other high-visibility engagements.
• Provide market intelligence, industry insights, and competitive feedback to support business planning and solution development.
• Promote a customer-centric culture by influencing and aligning cross-functional stakeholders around account objectives and customer commitments.
• All other duties as assigned to meet evolving business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior