Airline Account Manager: Growth & Partnerships (Remote)

Forward Air Corp.; Los Angeles (CA); Remote; USD 72,000 - 88,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Employee stock purchase program

Flexible Spending Account

Commuter Benefits

PTO & holidays

Job summary

Forward Air Corp. is seeking an Account Manager - Airlines to nurture and grow strategic airline partnerships.

You will be the primary contact for assigned accounts, expanding freight volumes, optimizing transportation solutions, and delivering value through data-driven reviews. The role requires 3+ years in aviation/logistics, strong relationship-building, and proficiency with Salesforce and Microsoft Office.

Qualifications

• Education: Undergraduate degree in Business, Aviation Management, Supply Chain, Logistics, or a related field from an accredited college or university required.
• Experience: 3+ years’ experience in aviation, transportation, account management, or related customer-facing experience preferred.
• Deep understanding of airline cargo operations, airport environments, transportation services, or related logistics functions preferred.
• Strong relationship management, analytical, communication, negotiation, and problem-solving skills.
• Demonstrated ability to identify revenue risks, growth opportunities, and customer retention strategies.
• Ability to manage multiple priorities and build effective relationships across functions.
• 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.), CRMs (Salesforce), and web conferencing (Teams, Zoom, Webex, etc.)

Responsibilities

• Manage a portfolio of strategic customer accounts.
• Serve as the primary point of contact for assigned accounts, building and maintaining strong relationships with customer stakeholders across operational, commercial, and leadership levels.
• Understand customer supply chain strategies and align solutions to support those initiatives.
• Position the Company as a preferred transportation provider within partner logistics networks.
• Monitor and analyze account performance, revenue trends, customer satisfaction, and retention risks to identify opportunities and recommend actions.
• Identify organic growth opportunities, share-of-wallet expansion opportunities, and additional transportation solutions within existing accounts.
• Establish and maintain customer-specific performance metrics and fact-based reporting to identify root causes, lead corrective action planning, and drive continuous improvement initiatives.
• Create, prepare, and lead Quarterly Business Reviews (QBRs) and executive business reviews, presenting operational and financial performance, identifying opportunities for growth, and developing strategic action plans.
• Act as a customer advocate within the organization, influencing internal stakeholders and aligning resources to support customer commitments and business objectives.
• Drive account retention, expansion, and profitability by identifying growth opportunities, developing strategic account plans, and supporting contract renewals and commercial negotiations.
• Maintain accurate account plans, customer activity, business opportunities, and pipeline visibility within Salesforce and other business systems.
• Partner with Operations, Customer Service, Pricing, Commercial, and other internal teams to improve account performance, customer experience, and long-term retention.
• Partner with Sales on growth opportunities, RFP responses, customer expansions, and win-back initiatives.
• Monitor market trends, customer needs, and competitive activity to identify growth opportunities.
• Support customer onboarding, implementation activities, and service launches.
• Manage customer escalations, service concerns, and operational challenges through effective cross-functional collaboration.
• Maintain CRM documentation, account activity, forecasting information, and customer records.
• All other duties as assigned to meet evolving business needs.

Skills

Relationship management

Analytical

Communication

Negotiation

Problem solving

Education

Undergraduate degree in Business, Aviation Management, Supply Chain, Logistics, or related field

Tools

Salesforce

Microsoft Office 365

Job description

Forward Air Corp. is seeking an Account Manager - Airlines to nurture and grow strategic airline partnerships.

You will be the primary contact for assigned accounts, expanding freight volumes, optimizing transportation solutions, and delivering value through data-driven reviews. The role requires 3+ years in aviation/logistics, strong relationship-building, and proficiency with Salesforce and Microsoft Office.