Client Relations Specialist

General Summary: The Client Relations Specialist will manage a dedicated book of business within our mid-market client segment. This role sits within the Operations function and is designed to serve clients who require a higher level of attention, advocacy, and strategic partnership than the standard support model provides, but sit outside our formal Enterprise tier. The Client Relations Specialist provides consistency, responsiveness, and genuine investment in client outcomes through strategic conversations with practice owners and hands-on coordination of complex issues and strategies. The role reports to the Vice President of Operations with close ties to Client Support, Development, Enterprise/DSO, and Product.

Essential Duties & Responsibilities:

• Serve as the primary point of contact for a defined portfolio of mid-market clients, owning the overall health and success of each relationship.
• Develop a deep understanding of each client’s business, goals, and operational environment to provide proactive, informed support.
• Maintain a regular cadence of client touchpoints, including check-ins, business reviews, and strategic conversations to ensure clients remain engaged and supported.
• Monitor client health indicators and proactively identify accounts at risk, taking action to address concerns before they escalate.
• Partner with internal stakeholders to develop and execute retention strategies tailored to individual client needs.
• Own the renewal process for assigned accounts, ensuring timely, well-prepared conversations that reinforce value.
• Act as the client’s internal advocate, representing their needs and priorities across cross-functional teams including Support, Product, and Technical.
• Ensure clients are informed of relevant product updates, process changes, and organizational developments that impact their experience.
• Build multi-threaded relationships within each client organization to reduce dependency on a single point of contact Issue.
• Serve as the first line of response for client issues and concerns, triaging effectively and coordinating internal resources toward timely resolution.
• Manage escalated situations with professionalism and urgency, keeping clients informed throughout and following through to closure.
• Identify patterns in client issues and surface feedback internally to support continuous operational improvement.

Required Skills and Experience:

• Demonstrated ability to manage and grow a portfolio of client relationships with a high degree of professionalism and accountability
• Strong communicator with the ability to build trust quickly and maintain it over time across varying levels of a client organization
• Proactive and solutions-oriented, with a consistent track record of identifying and addressing client needs before they become problems
• Comfortable navigating ambiguity and competing priorities while maintaining a calm, client-first demeanor
• Business-minded with the ability to understand client operations and connect product value to real-world outcomes
• Highly organized with the ability to manage a broad book of business without losing visibility into any single account
• Ability to increase existing technical knowledge through Dental Systems Product Trainings

Desired Criteria:

• 3 to 5 years of experience in a client-facing operations, account management, or relationship management role
• Experience managing a defined book of business in a SaaS or subscription-based environment
• Exposure to healthcare, dental, or practice management software a plus
• Familiarity with CRM platforms and client health tracking tools

Salary Range: $75,000 USD to $90,000 USD, based on experience