oracle
Senior Account Manager - LTL
Forward Air
Remote, USA
Full-time
Senior · 5+ years experience
Remote
USD 75000-85000 yearly / year
Discovered 2 weeks ago
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Key Skills for This Role
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Responsibilities
- Manage a portfolio of strategic customer accounts with responsibility for retention, growth, profitability, and overall account performance. • Serve as the primary relationship owner for assigned accounts, building strong partnerships with stakeholders across operational, financial, procurement, and executive leadership levels. • Understand customer supply chain strategies and align transportation solutions to support business objectives and long-term partnership growth. • Position the Company as a preferred transportation provider within customer logistics networks and supply chain ecosystems. • Develop, maintain, and execute strategic account plans focused on revenue growth, retention, operational performance, and customer success. • Monitor and analyze account performance, revenue trends, customer satisfaction metrics, and retention risks to identify opportunities and recommend strategic actions. • Identify organic growth opportunities, share-of-wallet expansion opportunities, and additional transportation solutions within existing customer portfolios. • Establish and maintain customer-specific performance metrics and reporting frameworks to identify root causes, lead corrective action planning, and drive continuous improvement initiatives. • Create, prepare, and lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning discussions with customer leadership teams. • Act as a customer advocate within the organization, influencing internal stakeholders and aligning resources to support customer commitments, account objectives, and business priorities. • Drive account retention, expansion, and profitability through effective commercial strategy, contract renewals, pricing discussions, and customer negotiations. • Partner with Sales on strategic growth opportunities, RFP responses, customer expansions, contract negotiations, and win-back initiatives. • Collaborate cross-functionally with Operations, Customer Service, Pricing, Commercial, and Leadership teams to improve account performance and customer experience. • Provide guidance, mentorship, and best-practice sharing to Account Managers and other team members as a subject matter expert within the LTL business. • Monitor transportation industry trends, market conditions, customer needs, and competitive activity to identify opportunities and mitigate business risks. • Lead customer onboarding, implementation activities, solution launches, and major account transitions. • Manage high-level customer escalations, service concerns, and operational challenges through effective cross-functional leadership and decision-making. • Maintain accurate account plans, forecasting information, customer activity, growth opportunities, and pipeline visibility within Salesforce and other business systems. • All other duties as assigned to meet evolving business needs.
Qualifications
- Education: Undergraduate degree in Business, Supply Chain, Logistics, Transportation, or a related field from an accredited college or university required. • Experience: 5+ years of transportation, logistics, account management, business development, or related customer-facing experience required, with demonstrated success managing strategic customer relationships. • Deep understanding of transportation, freight operations, transportation networks, pricing strategies, terminal/station environments, and related logistics functions. • Demonstrated experience managing complex customer accounts, leading executive-level discussions, and developing strategic account growth plans. • Strong business acumen with the ability to analyze financial, operational, and customer performance data to support decision-making and growth initiatives. • Proven ability to identify revenue risks, develop retention strategies, lead commercial discussions, and drive profitable customer growth. • Exceptional relationship management, communication, negotiation, presentation, and problem-solving skills. • Demonstrated ability to influence cross-functional teams and effectively manage competing priorities in a fast-paced environment. • 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.), Salesforce, and web conferencing (Teams, Zoom, Webex, etc.). • Environment: Remote; must be comfortable with travel for related meetings/events.
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About Forward Air
Trucking & Freight6356 employeesFounded 1981
Publicly traded freight and logistics company serving businesses with ground transportation, intermodal, and global logistics services.
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