Client Engagement Specialist

Mission / Purpose

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.

Key Responsibilities

• Client Outreach & Check-Ins
    • 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.
• Issue Intake & Coordination
    • 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.
• Feedback Collection & Trend Analysis
    • 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.
• Retention & Preventive Engagement
    • 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.
• Communication & Reporting
    • 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.

Skills & Traits (What We’re Looking For)

• 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

What Success Looks Like

• Increased client retention and fewer offboards
• Faster detection and resolution of client issues
• Strong client satisfaction / feedback metrics over time
• Actionable insights delivered to leadership that drive service improvement
• A “trusted advisor” reputation with clients — they feel heard, valued, and supported

Why Work Here

You’ll be part of a mission-driven team that supports 1,500+ dental practices across the U.S. At Darkhorse, we believe in passionate service, culture-first, growth mindset, excellence, and accountability. You won’t just push tickets — you’ll shape how clients experience technology and support.