Key Account Manager

Job DescriptionPosition: Key Account ManagerCompensation: 100,000-120,000 baseJob DescriptionThe 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 Forward Air is an Equal Opportunity Employer