Job Description

Position: Key Account Manager

Compensation: 100,000-120,000 base

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

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Forward Air is an Equal Opportunity Employer