Job Description

Position: Vice President of Account Management

Job Description

Forward Air is hiring a Vice President of Account Management to build and lead our Account Management team. This executive will be accountable for customer retention, revenue realization, and strategic expansion within the existing base. This is a critical leadership role designed to stop churn, drive post-sale value, and enable Sales to focus fully on new business.

Youll lead a cross-functional team spanning onboarding, contract realization, customer health, and retention strategyensuring every dollar sold is earned, retained, and grown. You will also provide support to VP of Sales with sales collateral, presentations, and ensuring our Sales team is in a position of strength in their market and with their customers.

Core Responsibilities & Duties

1. Team Leadership & Structure

• Build and scale a high-performing team of Account Managers aligned by customer segment and Hunters
• Design an org that enables hunters to hunt, with Account Managers owning expansion, high sentiment, health, and renewal.
• Define KPIs and scorecards for AMs to track account and network health, realization, churn risk, and upsell opportunity.

2. Revenue Retention & Realization

• Own all revenue tied to existing accountsincluding churn prevention and revenue realization.
• Lead GAP plans with Sales to recover revenue at risk, stop volume leakage, and close realization shortfalls.
• Ensure onboarding and award management are executed cleanly, so value is delivered from day one.
• Partner with Sales to track closed-won vs. realized revenue weekly.

3. Customer Health & Value

• Drive proactive engagement models that keep customer sentiment high.
• Build value-add programs (e.g., QBRs, operational insight reports, cost-avoidance playbooks).
• Lead and create customer presentations, ensuring continuity and confidence by the customer
• Create Customer Surveys and what they want from us

4. Cross-Functional Integration

• Partner with Pricing to protect CM% through better contract realization and mix control.
• Collaborate with Operations and Sales to report on network lane declines and deploy root cause and fix plans.
• Act as executive escalation for customer experience gaps, and close the loop on systemic issues.
• Work with Customer service on customer trends and proactive sentiment challenges
• Share with Hunters on Customer Scorecards

5. Intelligence & Reporting

• Deploy and manage rep Scorecards to measure Pipeline KPIs, health, and engagement.
• Build a churn dashboard that flags at-risk accounts by volume trend, margin, and service history.
• Report and work with VP Sales on net revenue retention, retention trends, lane health, and customer feedback metrics.
• Create customer Scorecards for hunters to showcase what we win, lose, realize with them, as well as Key Lanes, decliners, increasers, and service metrics.
• Manages High Value Clients to create environment of investment and high sentiment

6. Market Intelligence

• Provide market intelligence to Sales based on Territory and value-differentiators.

Qualifications

• 10+ years in logistics, freight forwarding, or supply chain, with leadership experience in Account Management or Customer Success
• Proven ability to manage large revenue portfolios and complex customer relationships
• Track record of building teams that reduce churn, grow share-of-wallet, and protect profitability
• Data-driven mindset with strong Salesforce, Tableau, or equivalent experience
• High EQ, strong presentation skills, and ability to tag-team complex customer relationships with hunters
• Customer Scorecard completion
• GAP plans for largest decliners
• Focus on High value clients and scoring AM and Hunters on High Value Client wins
• Frequent travel as required

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