Client Relations & Retention Specialist

Job Description

Job Description

Client Relations & Retention Specialist

• Location: American Fork, Utah
• Schedule: Full-time, in office, Monday-Friday
• Reports to: Sr. Fulfillment Director

About DentalQore

DentalQore is a website design and digital marketing company based in American Fork, Utah. We help dental practices grow through high-performing websites, SEO strategies, communication tools, and technology designed around the needs of modern dental teams.

Our mission is simple: help people grow. That includes the dental practices we serve and the team members who make that growth possible. At DentalQore, we value positivity, accountability, collaboration, and continuous improvement.

Our Client Relations team plays an important role in that mission. We do more than respond to problems. We help clients regain clarity, confidence, and momentum when their relationship with DentalQore is being tested.

About the Role

DentalQore is looking for a confident, empathetic, and commercially minded Client Relations & Retention Specialist to support clients when their relationship with our company is at risk.

This is not a traditional customer service position. You will work directly with clients who are frustrated, questioning their results, experiencing service issues, or considering cancellation.

Your role will be to understand what is truly driving the client’s concern, take ownership of the conversation, coordinate an effective recovery plan, and clearly ask the client to continue the relationship.

The right person can protect a client relationship without becoming passive, defensive, or overly technical. You will help clients feel heard while confidently guiding them toward a decision.

What You’ll Do

• Lead conversations with clients who are dissatisfied, escalating concerns, or considering cancellation
• Identify the underlying reason an account is at risk, including cost, business results, service experience, communication concerns, or loss of trust
• Build confidence through clear recommendations, decisive next steps, and consistent follow-through
• Develop and present practical account recovery plans with defined actions, owners, timelines, and measures of success
• Make direct and professional retention asks rather than allowing cancellation conversations to immediately move into transition logistics
• Explain websites, SEO, analytics, digital marketing, and account performance in language clients can easily understand
• Connect technical performance to the business outcomes clients care about, such as calls, appointments, patient opportunities, and practice growth
• Address objections using value, evidence, and thoughtful solutions
• Coordinate with internal teams to resolve service, quality, billing, website, marketing, and communication concerns
• Set realistic expectations and avoid making promises the company cannot support
• Document client conversations, commitments, risks, and follow-up activities accurately in the company’s CRM
• Maintain ownership of each concern until the agreed-upon resolution or next step is complete
• Identify recurring sources of client dissatisfaction and communicate those patterns to leadership
• Support a respectful and organized transition when a client ultimately decides to leave
• Help provide leadership with clear visibility into cancellation reasons, at-risk accounts, and retention outcomes

Performance may be measured through client retention and save rate, revenue retained, recovery-plan acceptance, timeliness of client follow-up, completion of promised actions, documentation quality, client satisfaction following escalations, and quality reviews of recorded client conversations.

Who Thrives in This Role

You will do well here if you can build trust quickly, communicate with calm authority, and remain solutions-focused during difficult conversations.

We are looking for someone who can show empathy without losing control of the conversation. You should be willing to ask thoughtful questions, acknowledge concerns without becoming defensive, make clear recommendations, and directly ask clients to reconsider cancellation when appropriate.

We are looking for individuals who are:

• Confident and professional when handling difficult client conversations
• Strong listeners who ask thoughtful questions before offering solutions
• Able to acknowledge mistakes or concerns without becoming defensive
• Comfortable discussing money, performance, expectations, and trust
• Skilled at de-escalating concerns while keeping conversations focused and productive
• Able to connect technical work to practical business outcomes
• Comfortable making recommendations and asking clients to make a decision
• Organized and consistent when managing multiple follow-ups and commitments
• Accountable for maintaining ownership until an issue is resolved
• Able to work across departments and respectfully hold others accountable
• Calm, curious, and solutions-focused under pressure
• Focused on helping clients make confident decisions rather than winning arguments
• Able to protect both the client relationship and company revenue without making clients feel pressured

Education, Skills & Experience

• At least two years of experience in client relations, customer success, account management, client retention, inside sales, or a comparable client-facing role is strongly preferred
• Experience handling client escalations, objections, or cancellation conversations is strongly preferred
• Experience working in a recurring-revenue, subscription, agency, SaaS, or professional-services business is preferred
• Experience working with dental practices or other small-business clients is an advantage
• Strong verbal and written communication skills are required
• A confident and professional phone presence
• Strong listening, questioning, negotiation, and de-escalation skills
• Strong documentation, organization, and follow-through
• Sound judgment when balancing client needs with company commitments
• Ability to work collaboratively across departments
• Comfort reviewing performance data and explaining it in practical business terms
• Familiarity with SEO, websites, Google Analytics, lead generation, or digital marketing is preferred
• Experience using CRM, ticketing, call-recording, or account-management systems is preferred
• Experience developing account recovery, renewal, or retention plans is preferred
• Training in consultative selling, objection handling, negotiation, or customer success is an advantage
• Full-time, in-office attendance in American Fork, Utah is required

What Client Retention Means at DentalQore

Successful retention begins with understanding the client’s concern before attempting to explain or defend the work.

We first identify the outcome the client believes is missing, using the client’s own language. We then develop a clear recovery plan that addresses the underlying concern and ask the client to pause or reconsider the cancellation decision.

The goal is not to pressure clients or rely primarily on discounts to save accounts. The goal is to restore enough trust and confidence for the client to make a well-informed decision about continuing the relationship.

We want every at-risk client to receive prompt, organized, and confident communication. Recovery plans should be specific, documented, and completed on time. Clients should leave conversations with greater clarity and confidence—not simply more information.

Why Join DentalQore?

This is an opportunity to make a measurable impact on DentalQore’s client relationships and long-term success.

You will work across departments to resolve meaningful client concerns, restore confidence, and help clients recognize the value of their partnership with DentalQore. You will also help leadership understand why accounts become at risk and where we can improve our service, communication, and internal processes.

If you enjoy solving problems, navigating difficult conversations, building trust, and helping clients make confident decisions, this role gives you the opportunity to directly influence both client satisfaction and retention.

Benefits

• Comprehensive health benefits
• Life insurance and supplemental benefits
• 401(k) with company match
• PTO and paid holidays
• Employee engagement events and incentives
• Structured training and growth opportunities

Perks & Culture

• Onsite gym
• Corporate passes for:
• TopGolf
• Sundance Mountain Ski Resort, including ZipTours
• Fox Hollow Golf Club

Fully stocked breakroom with:

• Coca-Cola Freestyle machine with free soda
• Two De’Longhi espresso machines
• Video arcade
• Snacks
• Occasional complimentary lunches

Thank you for your interest in DentalQore. We look forward to hearing from you.