The position is responsible for driving profitable revenue growth, strengthening customer partnerships, and improving margin performance through strategic account planning, consultative selling, and disciplined opportunity management. The National Account Director will lead customer engagement efforts focused on complex programs, multi-site opportunities, and integrated service solutions across MISTRAS' In-Lab service network.
This individual will also help shape and standardize strategic account methodologies, customer engagement practices, and commercial execution strategies across the organization.
MAJOR RESPONSIBILITIES/ACTIVITIES:- Establish and manage relationships and account governance across the customer organization, including procurement, engineering, quality, operations, and senior leadership.
- Own the enterprise-wide account strategy, coordinating activity across MISTRAS locations so the customer experiences one commercial approach, consistent pricing strategy, and clear accountability.
- Quantify account growth potential and whitespace, including share-of-wallet, underserved locations, programs, capabilities, and competitor-held business, then translate that into specific growth targets.
- Own commercial performance against defined account KPIs, including revenue, margin, retention, pipeline, forecast accuracy, penetration, and progress against the strategic account plan.
- Lead major commercial escalations and contract lifecycle management, including contract renewals, master agreements, pricing structures, terms, customer commitments, and issues that could put revenue or the relationship at risk.
- Develop and execute strategic account plans that support revenue growth, margin expansion, customer retention, and long-term partnership development.
- Build relationships within assigned accounts and position MISTRAS as a trusted solution partner.
- Maintain a strong understanding of MISTRAS' OneSource solution portfolio, with emphasis on Aerospace & Defense, nondestructive inspection solutions.
- Identify opportunities to expand service penetration across customer locations, programs, and manufacturing processes.
- Collaborate closely with Operations and Sales Leadership to ensure commercial commitments align with operational capabilities, turnaround expectations, and profitability objectives.
- Lead customer discussions related to technical solutions, inspection strategy, service delivery models, and long-term support agreements.
- Ensure customer satisfaction while proactively identifying future business opportunities and areas for operational improvement.
- Drive disciplined opportunity management, including forecasting, quote follow-up, pipeline management, and strategic account reviews.
- Maintain accurate and current account activity, opportunity tracking, and customer information within HubSpot.
- Provide market intelligence and competitive insights related to customer activity, industry trends, pricing pressures, and emerging technologies.
- Support contract negotiations, pricing discussions, and commercial strategy development in coordination with management.
- Represent MISTRAS at customer meetings, trade shows, industry events, and professional forums as appropriate.
- Participate fully in training, professional development, strategic planning sessions, and leadership meetings.
MINIMUM REQUIREMENTS: - High school diploma, Undergraduate degree a plus.
- Industry-specific and/or NDT experience required.
- Valid Driver's License
- Travel between 30-60%
- Microsoft Office suite (Word, PowerPoint, Excel etc.)
- CRM proficiency preferred
ESSENTIAL PHYSICAL FUNCTIONS: - Ability to climb stairs and ladders at customer walk-downs and trade displays
- Frequent lifting up to 30 lbs.
