The Key Account Manager serves as a strategic partner for high-value, complex customer accounts, driving long-term retention, growth, and innovation across the portfolio. They develop and execute account strategies that maximize customer value while aligning customer objectives with organizational capabilities. They build trusted relationships with executive stakeholders, identify expansion opportunities, and lead cross-functional teams to deliver exceptional business outcomes. As the primary customer advocate, they proactively manage risk, resolve complex challenges, and champion continuous improvement initiatives.
Success in this role requires deep expertise in supply chain, logistics, transportation, and distribution solutions, combined with strong commercial acumen and executive presence. Experience supporting customers in life sciences, aerospace, automotive, high-tech, industrial manufacturing, or other complex industries is highly valued.
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.
Qualifications
Education: Undergraduate degree in a related field from an accredited college or university required.
Certification/Licensure: Professional certifications such as CSCMP, APICS/ASCM, or similar credentials preferred.
Experience: 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.
Experience supporting customers in complex industries such as life sciences, aerospace, automotive, high-tech, industrial manufacturing, consumer goods, or related sectors preferred.
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.
Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).
Environment: Remote; must be comfortable with travel for related meetings/events.
Forward Air Corp. is a logistics and transportation services company specializing in supply chain solutions across complex industries including life sciences, aerospace, automotive, high-tech, and industrial manufacturing. The company provides Less-Than-Truckload (LTL) transportation, distribution, and logistics solutions to enterprise customers. They focus on delivering strategic transportation and supply chain partnerships that maximize customer value while offering digital transformation and automation capabilities. Forward Air serves high-value, complex customer accounts through account management and sales teams dedicated to long-term retention, growth, and operational excellence.
