Director of Client Experience

Nth Degree•Nashville, TN

2d•$100,000 - $125,000•Onsite

About The Position

Fern is seeking a Director of Client Experience for its Nashville Operations team. The role provides strategic oversight of a portfolio of high-value client accounts and events, including financial performance and successful execution. As the primary leader of account management for the portfolio, the Director guides and holds Account Managers accountable while aligning client expectations, operational capabilities, and business objectives. The Director oversees the transition from sales to execution and coordinates account management, operations, production, logistics, graphics, and support functions to deliver excellent service and profitable event outcomes. The role is accountable for portfolio revenue, gross margin performance, and client retention, while maintaining strong client and internal relationships. The position reports directly to the SVP of Client Experience, is based in Nashville, requires full-time onsite work, and involves extensive travel to shows. Salary is $100,000–$125,000 plus bonus.

Requirements

At least 7 years of experience in account management, event management, project management, operations, or a related client-facing leadership role.
At least 3 years of experience managing complex client accounts, large-scale events, or multi-project portfolios.
Demonstrated experience managing budgets, forecasting revenue, pricing services, and achieving gross margin targets.
Experience leading and developing Account Managers or other client service professionals.
Proven ability to manage multiple high-priority projects and deadlines simultaneously.
Experience in cross-functional environments involving sales, operations, logistics, production, creative, and finance teams.

Nice To Haves

Experience with contract negotiations, change management, client retention strategies, and business growth initiatives.
Tradeshow, event services, experiential marketing, exhibit, convention services, or related industry experience.

Responsibilities

Own the overall performance of an assigned portfolio of client accounts and events, including revenue growth, gross margin attainment, client satisfaction, and retention.
Manage a portfolio generating more than $3 million in annual revenue and provide strategic oversight for complex client programs and events.
Develop and manage portfolio forecasts, event budgets, profitability analyses, and financial performance reporting.
Lead estimating and pricing activities to ensure competitive proposals and profitable project execution.
Review account financial performance and identify opportunities to improve margins, operational efficiency, and client value.
Maintain awareness of applicable tax regulations and financial requirements for accurate budgeting and cost modeling.
Partner with Finance on contract administration, billing accuracy, collections, and invoicing.
Provide leadership, guidance, and support to Account Managers responsible for day-to-day client engagement and event execution.
Establish performance expectations and consistent account management practices across the portfolio.
Support escalations and serve as a senior contact for critical client issues and strategic discussions.
Coach and develop Account Managers to strengthen client relationships, operational effectiveness, and financial accountability.
Maintain executive-level relationships with key client stakeholders and serve as a trusted advisor throughout the client lifecycle.
Oversee the transition of new accounts from Business Development to Account Management and Operations.
Consult with clients on strategic event objectives, service requirements, and execution plans.
Identify account growth opportunities through upselling, cross-selling, contract renewals, and expanded service offerings.
Partner with Business Development and Marketing to support client retention and portfolio growth initiatives.
Represent the company at client meetings, industry events, and business development activities.
Provide executive oversight of event planning and execution to align with client expectations, contractual obligations, and company standards.
Lead complex projects and high-profile events, coordinating timelines, deliverables, staffing plans, and resources.
Partner with Operations, Production, Logistics, Graphics, and other support teams to develop execution strategies and workforce plans.
Facilitate cross-functional communication for seamless project delivery and operational alignment.
Oversee scope changes, change orders, risk mitigation plans, and budget impacts during project execution.
Conduct site visits and attend events as necessary to ensure quality standards, client satisfaction, and operational excellence.
Develop contingency plans addressing safety, labor, logistics, and show-site operational risks.