Customer Relationship Specialist

About Darkhorse Tech

Darkhorse Tech is dental-driven IT, cybersecurity, and cloud solutions trusted by 1,500+ dental practices nationwide. We keep practices running so they can focus on patients - and we're building a new role dedicated entirely to making sure we actually know how our clients feel about us before a small issue becomes a lost client.

About the Role

We're hiring a Customer Relationship Specialist to be the proactive voice of our clients inside Darkhorse Tech. This is not a support role and not a sales role - it's a dedicated listening and relationship-health function. You'll call clients before they call us with a problem, capture what's really going on, and make sure what you hear gets to the right person fast.

If you're the kind of person who builds trust through thoroughness, asks good questions, and takes real satisfaction in making sure nothing falls through the cracks - this role is built for you.

What You'll Do
• Make proactive check-in calls to dental practice clients on a regular cadence, working from a prioritized list
• Listen and capture what clients tell you - satisfaction, open issues, unmet needs, and anything that sounds like trouble brewing
• Route what you hear to the right person on our team so nothing dies on the call
• Escalate urgent issues immediately - security concerns, service disputes, or anything that puts a client relationship at risk
• Send a weekly report to leadership on how our clients are really doing, and what we should pay attention to
• Follow a standardized process (call guide, tracking templates) so every client gets a consistent, professional experience

What We're Looking For
• A natural listener. You pick up on what's unsaid, ask clarifying questions, and don't jump to "fix it" before you understand it
• Someone who stays in their lane. Your job is to route problems to the right owner, not solve everything yourself
• Comfortable building trust quickly. You can turn a cold call into a real conversation in the first few minutes
• Detail-oriented and consistent. Your documentation is thorough and accurate every time, not just when it's convenient
• Steady under friction. You can hear a frustrated client without becoming defensive or absorbing their stress
• Some technical/system literacy. Comfort with ticketing systems and basic IT service concepts is a plus (we'll train you on our specific tools)

Nice to have: - Prior customer-facing, account management, or customer success experience - Experience in healthcare, dental, or IT services - Familiarity with customer satisfaction or NPS-style programs

Details
• Location: Remote (U.S.)
• Schedule: Full-time, M-F, 9:00am to 6:00pm EST
• Reports to: Service Manager
• Compensation: $47,000-$57,000 base salary, depending on experience


Why Darkhorse Tech

We're a growing dental IT company that takes care of our people the way we ask our team to take care of our clients. This is a newly created role with real visibility to leadership - what you find on these calls directly shapes how we serve our clients going forward.

To apply, submit your resume and a short note on why proactive relationship-building is a skill you actually enjoy.