Client Engagement Specialist

Darkhorse Tech; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A technology support company is seeking a Client Engagement Specialist to enhance client experiences and retain relationships. This role involves proactive communication, issue tracking, and feedback collection to ensure high client satisfaction among 1,500+ dental practices across the U.S. The ideal candidate will possess strong communication skills, empathy, and an analytical mindset. Join a mission-driven team committed to excellence and client support.

Qualifications

• Experience in client success, account management, or engagement roles is a plus.
• Ability to build rapport quickly with clients.
• Strong analytical skills to identify issues and trends in client feedback.

Responsibilities

• Initiate regular calls with clients to gauge satisfaction.
• Capture and document client issues and requests.
• Aggregate client feedback for leadership reporting.

Skills

Outgoing and confident

Empathy

Strong communication skills

Organized and disciplined

Experience in client success or account management

Comfort with software tools

Analytical mindset

Tools

CRM software

Ticketing tools

Feedback platforms

Job description

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.