Vice President, Account Management and Business Development

Forward Air Corporation is a leading provider of ground transportation and logistics services. They are seeking a Vice President, Account Management & Business Development to build and lead the Account Management organization while driving strategic revenue growth and ensuring long-term customer value and sustainable growth.

Responsibilities:

• Build and scale a high‑performing Account Management and Expansion team aligned by customer segment and Sales hunters
• Design an operating model that enables hunters to hunt, with Account Managers owning customer health, renewal, expansion, and upsell strategy
• Define KPIs and scorecards to track account health, realization, churn risk, expansion pipeline, and business development opportunities within the base
• Own all revenue tied to existing accounts, including retention, renewal, realization, and expansion growth
• Lead GAP plans with Sales to recover revenue at risk, stop volume leakage, and identify incremental growth opportunities
• Drive structured upsell and cross‑sell motions in partnership with Sales, Pricing, and Operations
• Ensure onboarding and award management are executed cleanly so value is delivered from day one
• Partner with Sales to track closed‑won vs. realized vs. expanded revenue on a weekly basis
• Drive proactive engagement models that maintain high customer sentiment and executive alignment
• Lead QBRs, executive reviews, and growth planning sessions focused on performance, value creation, and expansion opportunities
• Develop value‑add programs such as operational insights, network optimization recommendations, and cost‑avoidance initiatives
• Lead and create customer presentations, ensuring confidence, continuity, and a clear growth roadmap
• Design and deploy customer surveys to capture sentiment, needs, and expansion signals
• Actively support business development efforts within the existing customer base, including contract expansions, service extensions, and network growth initiatives
• Partner with Sales on complex commercial pursuits, renewals, and strategic account growth opportunities
• Support VP of Sales with sales collateral, executive presentations, and customer‑specific value propositions
• Participate in select executive‑level customer discussions where expansion or long‑term commercial strategy is being shaped
• Partner with Pricing to protect CM% through better contract realization, mix management, and expansion pricing strategies
• Collaborate with Operations and Sales to identify lane declines, growth opportunities, and network optimization actions
• Serve as executive escalation point for customer experience gaps and ensure systemic issues are resolved
• Partner with Customer Service to identify trends, sentiment risks, and proactive engagement needs
• Share customer scorecards and insights with Sales hunters to support coordinated account strategy
• Deploy and manage scorecards to track pipeline KPIs, customer health, engagement, and expansion activity
• Build and maintain a churn and expansion dashboard highlighting at‑risk and high‑growth accounts
• Report with VP of Sales on net revenue retention, expansion performance, lane health, and customer feedback
• Create customer scorecards that highlight wins, losses, realization, key lanes, growth trends, and service metrics
• Manage high‑value clients to create an environment of investment, partnership, and high sentiment
• Provide market and territory intelligence to Sales to strengthen positioning and value differentiation

Requirements:

• 10+ years of experience in logistics, freight forwarding, or supply chain, with leadership experience in Account Management, Customer Success, or Business Development
• Proven ability to manage large revenue portfolios and complex, multi-stakeholder customer relationships
• Track record of reducing churn, growing share of wallet, and driving expansion within existing accounts
• Strong commercial acumen with experience supporting renewals, expansions, and strategic deals
• Data-driven mindset with strong experience in Salesforce, Tableau, or similar platforms
• High EQ with strong executive presence, presentation skills, and ability to partner effectively with Sales hunters