Key Account Manager (m/w/d)

Overview:

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

The Thermal Ceramics division designs, manufactures and installs a broad range of thermal insulation products that significantly reduce energy consumption and emissions in a variety of high temperature processing applications. Our product offering is extensive and covers application needs from Industrial to Commercial markets.

Key Figures: Revenue £1,112m (2022), ~8,500 employees, manufacturing in 30+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index

Reporting to the Sales Manager for specific Market Segment, the Key Account Manager role is responsible for nurturing our key Customers in the region. This is a priority for the growth and development of the region and the role holder will work alongside colleagues in order to develop existing accounts while scouting for new Customers, expanding market opportunities as well as providing key technical expertise and portfolio guidance.

Account Management:

• Serve as the primary point of contact for strategic customers, managing the entire lifecycle of customer relationships from onboarding to contract renewal
• Develop long-term relationships with key decision-makers and stakeholders within customer organizations
• Manage and oversee contract execution, ensuring all terms are met, and resolving any contractual or commercial issues that arise
• Monitor the performance of existing agreements, identifying and acting upon opportunities for contract extension, renewal, or upselling
• Ensure the highest levels of customer satisfaction by understanding their needs, providing timely solutions, and offering a high level of service
• Implement customer satisfaction measures and lead improvement initiatives where necessary
• Identify growth opportunities within key accounts, including cross-selling and up-selling relevant products or services
• Collaborate with internal teams (R&D, Operations) to develop customized solutions that add value to customers' operations, enhancing long-term relationships

Strategic Account Planning:

• Create tailored account plans focused on growing the business and deepening relationships with key accounts
• Work with internal stakeholders (Marketing, Sales, Product Management) to align customer objectives with the company’s strategic goals
• Use market data, customer insights, and CRM tools to identify trends and provide business intelligence to senior management on key account performance and market direction
• Forecast account performance, set revenue targets, and track progress toward key financial metrics (Revenue, Gross Margin, DSO, etc.)

New Business Development:

• Lead Generation and Prospecting: Identify opportunities for expanding the business within existing accounts and pursue new business opportunities beyond current customer base, working closely with the business development, other colleagues and marketing teams
• Support Sales Process: Collaborate with the sales team to ensure a smooth transition from lead generation to account management, contributing to a cohesive customer experience
• Solution Development: Interact with internal multifunctional teams to propose innovative solutions that align with both customer needs and the company’s capabilities

Regional and Global Representation and Advocacy:

• Represent the region and advocate for customer needs in internal discussions, influencing product development, marketing strategies, and resource allocation
• Participate in global account management initiatives to share best practices and align regional activities with global goals

Financial Results:

• Responsible for meeting or exceeding financial metrics, including revenue targets and variable margin
• Manage payment terms and overdue recovery, ensuring timely collections and healthy cash flow

Education & Acquired Knowledge:

• Degree in Business, Engineering, or related field
• Minimum of a few years of experience in account management, sales, or business development, ideally within the relevant market or industry
• Proven ability to manage and grow strategic customer relationships
• Strong communication and negotiation skills, with the ability to influence both internal and external stakeholders
• Solid technical knowledge or willingness to learn about the specific products/services offered
• Strong problem-solving skills, with a proactive approach to identifying and addressing customer needs
• Experience using CRM tools and analysing data to support account strategy and decision-making
• Real fluency in English and German

Experience: 
• Ability to identify and move along the lead funnel prospects, converting into real new business
• Ability to handle technical discussion related to application and market or highly willing to learn
• Passion and curiosity for challenges and learning
• Ability to articulate value propositions to Customers and internal stakeholders
• Ability to mobilise commitment
• Ability to influence and onboard both internal and external stakeholders
• Resiliency and open to accept highly volatile, complex markets and solutions development

Demonstrates the Morgan Values:
• Ethic – We do business in the right way and according to the rules
• Safety – Role models safe behaviours – leads others to ThinkSafe
• Integrity – Can present the unvarnished truth in an appropriate and helpful manner - Is widely trusted
• Collaboration – Works cooperatively with and through others to get things done
• Innovation – Is always looking for new ways to do things
• Ambition – Has the aspiration to believe our business can become more than it is today