Forward Air Corporation

Account Manager

• 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

Key Account Manager