A client liaison acts as an intermediary between the company or agency and the client to meet the client’s need for information, support, assistance, reports and training. The liaison helps the company understand the customer’s needs, expectations or difficulties.
Responsibilities depend on the type of business or service but may include monitoring and responding to emails or phone calls, reporting information from the client to the company, training clients in procedures, and preparing training material. The client liaison must maintain high-level professional communication skills and demonstrate a working knowledge of all systems used by the client base. The client liaison coordinates technical troubleshooting and resolves problems, traveling if necessary to train customers or give assistance. A client liaison must have excellent social and interpersonal skills.