Client Engagement Specialist

Darkhorse Tech

86d

About The Position

You’ll be the voice of Darkhorse with our clients — proactively reaching out, surfacing feedback or pain points, preventing dissatisfaction, and partnering with our service and sales teams. Your goal: retain clients, improve their experience, and act as an early-warning system for service holes or weak spots.

Requirements

• Outgoing, confident on calls, and able to build rapport quickly
• Empathy — you genuinely care about client success and experiences
• Strong communication skills — able to ask good probing questions and summarize key points
• Organized, disciplined — able to manage many client interactions simultaneously
• Experience in client success, account management, or engagement roles is a plus
• Comfort with software tools (CRM, ticketing, feedback platforms)
• Analytical mindset — able to see patterns and translate into recommendations

Responsibilities

• Initiate regular 'touch base' calls (phone-first) with clients to ask: 'How’s it going?'
• Be curious and empathetic — listen for issues, frustrations, or desires.
• Build rapport, foster trust, and position Darkhorse as a partner, not just a vendor.
• Capture client issues or requests; triage them, document clearly, and coordinate with internal service teams.
• Track progress, follow-up with both client and team, and ensure closure.
• Escalate patterns or 'hard problems' to leadership.
• Use surveys, interviews, or ad-hoc feedback to learn client sentiment.
• Aggregate, categorize, and present insights to service leadership (quarterly or more often).
• Spot recurring issues, gaps in support, or opportunities for new offerings.
• Identify clients at risk of offboarding (through signals: service friction, lack of engagement, etc.).
• Design outreach strategies or interventions to improve their experience.
• Partner with Account Managers / Sales to upsell, cross-sell, or re-engage where appropriate.
• Maintain up-to-date records in our CRM / ticketing / feedback tools.
• Provide dashboards or reports to leadership: client health, issue counts, NPS or feedback trends.
• Suggest process or service improvements based on what you hear in the field.

Benefits

• Be part of a mission-driven team that supports 1,500+ dental practices across the U.S.
• Opportunity to shape how clients experience technology and support.

What This Job Offers

• Number of Employees: 11-50 employees