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Key Account Manager
4 weeks ago
Key Account ManagerThe 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 customersManage and nurture customer accounts: maintain and enhance customer relationships by providing personalized and proactive account management.Conduct monthly touchpoints and QBRsUnderstand the needs, objectives, and challenges of key accounts; leverage existing tools and resources to address key customer requirementsDrive upsell and cross-sell opportunitiesPartner with Sales, Ops, Finance, and IT to ensure account successLead EDI/API integration discussionsBuild and interpret KPI dashboardsSupport executive alignment as neededMonitor account health, risk, and growth trendsCollaborate with internal teams to resolve issues and optimize performanceContribute to innovation pilots and process improvement initiativesAct as the central point of coordination between customer needs and internal capabilitiesFacilitate cross-functional collaboration to deliver seamless customer experiencesQualifications:Bachelor's degree or an equivalent combination of experience, education, and training to perform the job functions5+ years in account management or customer successExperience with portfolios of ~$515M annual revenueTravel 25%Strong communication, planning, and negotiation skillsFamiliarity with logistics or transportation preferredAbility to manage multiple priorities and navigate ambiguityProven ability to work cross-functionally and influence without authorityForward Air is an Equal Opportunity Employer
