Account Manager - Inside Sales

Forward Air • United States, United States • 1w ago

Position: Account Manager-Inside Sales

Job Description

The Inside Sales Account Manager is responsible for managing, retaining, and revitalizing relationships with a portfolio of strategically important, down-trending or smaller accounts within the intermodal transportation sector. This role directly supports the sales team by focusing on revenue recovery and growth, ensuring that assigned accounts meet or exceed quarterly revenue targets. The ISAM acts as both a relationship manager and a commercial strategist, working cross-functionally to diagnose account performance issues and implement solutions that regain customer confidence and drive sustainable revenue.

Core Duties and Responsibilities

Manage a list of accounts identified as down-trending or low revenue producing, focusing on re-engagement, retention, and revenue growth.

Conduct root-cause analyses on declining accounts and develop tailored action plans to restore performance.

Own forecasting and revenue tracking for assigned accounts, ensuring alignment with quarterly team revenue goals.

Lead regular business reviews with customers to discuss performance, opportunities, challenges, and strategic initiatives.

Serve as the primary point of contact for accounts, ensuring exceptional customer service and communication.

Rebuild trust with accounts through proactive problem-solving, responsiveness, and alignment with customer expectations.

Coordinate customer escalations and collaborate with operations, customer service, pricing, and product teams to resolve issues promptly.

Identify upsell, cross-sell, and service-expansion opportunities within assigned accounts.

Monitor market trends, customer behavior, and competitive positioning to anticipate risks and opportunities.

Work closely with operations, pricing, marketing, and leadership to deliver tailored solutions that address customer needs.

Collaborate with the sales leadership team on quarterly planning, territory alignment, and revenue-recovery initiatives.

Qualifications

Bachelor's degree in Business, Supply Chain, Transportation, or a related field, or equivalent professional experience.

Strong analytical skills, including forecasting and performance analysis.

Exceptional communication, negotiation, and relationship-building capabilities.

Experience working with accounts in the logistics or intermodal industry.

Proficiency in CRM platforms and reporting tools.

Understanding of intermodal transportation operations, service offerings, and market dynamics.

Skills

Commercial ownership and revenue focus

Strategic thinking and problem-solving

Customer advocacy and relationship leadership

Strong teamwork and communication

Data-driven decision-making

High accountability and follow-through

Forward Air is an Equal Opportunity Employer

LI-Onsite #LI-LA1

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations - supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

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