Account Manager – Airlines

Forward Air Corporation

. Manage a portfolio of strategic customer accounts .

Posted 9/17/2026full-timeColumbus • Ohio • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing strategic customer accounts within the aviation and transportation sectors, focusing on relationship management, revenue growth, and customer retention strategies. Proficient in utilizing CRM tools and Microsoft O365 to enhance account performance and reporting.

Highest-signal resume keywords

Account ManagementRelationship ManagementAviation Cargo OperationsCustomer Retention StrategiesNegotiation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Performance MonitoringRevenue Trend AnalysisCustomer Satisfaction MetricsSupply Chain Strategy AlignmentPerformance Reporting

Soft Skills

Analytical SkillsCommunication SkillsProblem-Solving SkillsNegotiation SkillsDiscretion and Confidentiality

Tools & Technologies

Microsoft O365SalesforceWeb Conferencing ToolsCRM DocumentationPipeline Visibility Tools

Industry Keywords

Aviation ManagementTransportation ServicesLogistics FunctionsCustomer-Facing ExperienceOperational Challenges

About the role

Key responsibilities & impact

Manage a portfolio of strategic customer accounts
Serve as the primary point of contact and trusted advisor for assigned airline accounts
Build and maintain relationships with operational, commercial, and leadership stakeholders
Understand customer supply chain strategies and align solutions to support them
Position the Company as a preferred transportation provider within partner logistics networks
Monitor account performance, revenue trends, customer satisfaction, and retention risks
Identify organic growth, share-of-wallet expansion, and additional transportation opportunities
Establish customer-specific performance metrics and reporting; lead corrective action and continuous improvement
Prepare and lead Quarterly Business Reviews and executive business reviews
Act as a customer advocate and align internal resources with customer commitments
Drive account retention, expansion, and profitability through strategic account plans, renewals, and commercial negotiations
Maintain account plans, customer activity, opportunities, pipeline visibility, CRM documentation, forecasting information, and customer records
Partner with Operations, Customer Service, Pricing, Commercial, and Sales teams on account performance, growth, RFPs, expansions, and win-back initiatives
Monitor market trends, customer needs, and competitive activity
Support customer onboarding, implementation, and service launches
Manage customer escalations, service concerns, and operational challenges
Perform other duties as assigned

Requirements

What you’ll need

Undergraduate degree in Business, Aviation Management, Supply Chain, Logistics, or a related field from an accredited college or university required
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
Proficient with Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.), CRMs (Salesforce), and web conferencing tools (Teams, Zoom, Webex, etc.)
Comfort commuting to/from and working in a 100% on-site setting, with travel for related meetings/events