Key Account Manager

Key Account Manager

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 :

Forward Air is an Equal Opportunity Employer