Client Liaison - Generalist

Reports to: Client Liaison Team Lead (UK)

Works With: Client Team, Development teams, external Artlogic clients

Hours: 37.5 pw (9.30-6pm Monday to Friday, 1 hour lunch)

Term: Permanent

Location: Hybrid - London office based in Oval (2 days / week)

About us

Artlogic is a leading technology platform for the art world. Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses. The company’s integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.

In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach. Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town. Today, Artlogic is entering an exciting new chapter through its merger with ArtCloud, another industry leader in art technology. Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world. This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide. Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.

Client Liaison role context

Client Liaison is a core customer-facing function responsible for delivering exceptional support experiences across our entire customer base. The team ensures a seamless, high-quality customer journey by managing all incoming support inquiries, resolving complex issues, and proactively keeping customers engaged, supported, and confident in using our products. By combining deep product expertise with best-in-class problem-solving, the function removes friction, protects customer satisfaction, and strengthens long-term retention. Client Liaison works in close partnership with Professional Services and Customer Success teams to ensure customers feel fully supported throughout their lifecycle — from onboarding through renewal. This team plays a critical role in shaping the customer experience and underpins Artlogic’s reputation for outstanding service and industry-leading customer care.

The role

The Client Liaison Specialist is responsible for delivering high-quality customer support across Artlogic’s product suite, acting as a first line of response for incoming customer inquiries and ensuring a smooth, responsive support experience. You’ll primarily support the Artlogic platform, handling customer queries via email and phone, triaging and resolving issues, logging product feedback, and delivering scheduled customer training sessions when assigned. You’ll also play a role in onboarding new customers, supporting account setup for new accounts, helping ensure customers are set up for success from day one. This role contributes to maintaining strong customer relationships by identifying recurring issues, escalating insights to internal teams, and helping improve processes and documentation over time. You’ll collaborate closely with Professional Services, Customer Success, and Product teams to ensure customers feel supported throughout their lifecycle, from onboarding through renewal. As a representative of Artlogic, you’ll act as a brand ambassador presenting our products and values with professionalism while reinforcing our reputation for excellent customer service. Over time, this role is designed to evolve, offering clear career progression within the Client Liaison function. It’s well suited to someone looking to build a long-term career in customer experience, SaaS support, or service operations, gaining exposure to cross-functional initiatives and contributing to the continuous improvement of our customer journey.

Key Responsibilities

• Customer Support & Service Excellence

• Act as the primary point of contact for customer support queries, handling email and phone requests across the full range of Artlogic products.
• Diagnose, triage, and resolve customer issues efficiently, escalating complex cases where needed to ensure timely and high-quality outcomes.
• Manage support requests through a structured team rota, following established escalation pathways to maintain service standards and response times.
• Maintain clear, professional communication with customers throughout the resolution process, setting expectations and providing updates as needed.
• Use support interactions as an opportunity to deepen product knowledge, strengthen communication skills, and build trusted client relationships.

• Set up and deliver new accounts access once sales are confirmed, ensuring a smooth and high-quality onboarding experience.
• Work cross-functionally with Sales, Technical, and Professional Services teams to coordinate account delivery and ensure customers are set up for success.
• Support new and existing clients through onboarding, configuration, and early-stage product adoption.

• Deliver customer training sessions and screen-sharing support to help clients become confident and effective users of Artlogic products.
• Contribute to help notes, FAQs, and internal documentation, supporting continuous improvement in knowledge sharing and self-serve resources.
• Help improve support playbooks and customer guidance materials to enhance consistency and service quality over time.

• Capture, synthesise, and log customer feedback to inform Product and Engineering teams and support ongoing product improvement.
• Identify recurring customer issues or themes, surfacing insights and recommendations to help reduce friction and improve customer experience.
• Contribute to the ongoing refinement of support processes, workflows, and service standards.

• Assist with routine finance-related customer support initiatives, ensuring accurate handling of billing or account-related queries where required.
• Support internal operational tasks that improve customer experience, service efficiency, and cross-team alignment.

• Work collaboratively with Customer Success, Professional Services, Product, Engineering, Sales, and Finance to ensure customers receive seamless, end-to-end support.
• Support key Artlogic initiatives and cross-functional projects, contributing additional capacity and operational assistance when required.
• Act as a brand ambassador for Artlogic, representing the company with professionalism and reinforcing our reputation for outstanding customer service.

Performance Indicators

• Maintain high customer satisfaction scores (90%+), aligned with Client Liaison service targets and experience standards.
• Deliver timely, high-quality client onboarding, ensuring database and app accounts are set up efficiently and with minimal friction.
• Meet agreed Support SLAs, demonstrating strong judgement around prioritisation and when to escalate issues to Product, Engineering, or Leadership.
• Reduce repeat support issues over time by spotting patterns, improving documentation, and contributing to root-cause solutions.
• Demonstrate clear, professional, and empathetic communication with both clients and internal stakeholders throughout the support lifecycle.
• Receive positive feedback from clients and colleagues, reflecting trust, responsiveness, and strong collaboration.
• Contribute to the creation and maintenance of internal and external help resources, improving team efficiency, knowledge sharing, and self-serve support.

About You

• A self-starter with a customer-first mindset, energised by human interaction and motivated by solving problems in a way that benefits both clients and the business.
• A collaborative team player who can work independently while contributing positively to shared goals and team outcomes.
• A creative and analytical problem solver, able to investigate issues from multiple angles and deliver thoughtful, well-rounded solutions.
• Comfortable balancing detail with the bigger picture, with the ability to spot opportunities to improve processes, workflows, and customer experience.
• An exceptional communicator, both written and verbal — able to explain complex ideas clearly, write professional client-facing communication, and demonstrate empathy and diplomacy.
• Highly trustworthy and discreet, confident handling sensitive client data with integrity, professionalism, and strong attention to confidentiality.
• Passionate about technology and digital tools, with strong computer literacy and comfort using MacOS, iOS, and Microsoft Office (Word, Excel). Typing proficiency required.
• Familiarity with tools such as HTML, FileMaker Pro, Microsoft Access, or similar platforms is a plus, but not essential.

What we offer

• Company profit sharing scheme
• 25 days annual leave (plus 10 public holiday days)
• Long service entitlement
• Flexible working
• Premier private health insurance including dental, optical & EAP
• Childcare nursery benefit scheme
• Cycle to work scheme
• Tech buying scheme
• Free eye test
• Company pension scheme
• A focus on continued professional development including access to courses and training programs

Artlogic is an equal opportunities employer. We are committed to valuing diversity and seek to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job.