Client Liaison Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a client liaison. You can use our job description template in this article to produce your own. We also provide you with information about the salary you can earn as a client liaison.
Who is a Client Liaison?
A client liaison is a professional that serves as the intermediary between a business and a client to meet the client’s needs for information, support, assistance, reports, and training. The client liaison assists a company in understanding the needs, expectations, and challenges of the client. Depending on the sort of company or service involved, client liaisons’ duties may include keeping track of and responding to emails and phone conversations, reporting customer information to the business and instructing clients in procedures. They are also responsible for making training materials available.
A client liaison practices excellent professional communication skills and exhibits a working understanding of all the client base’s systems. The client liaison plans technical troubleshooting and fixes issues. He or she may also need to travel if there’s a need to assist clients or offer training. Excellent social and interpersonal skills are essential for a client liaison. Client Liaisons support customer service representatives in matters concerning clients. They make proper places and fix schedules for the monthly meetings with their clients. It is their responsibility to ensure client satisfaction by following clients’ problems and issues to resolve them. They take adequate action to conduct research and address issues brought up by clients. Their duties include working with the appropriate corporate staff to give clients accurate and quick feedback. Client liaisons typically come from a customer service background and use their abilities to establish rapport, settle disputes, and guarantee customer pleasure.
A client liaison almost performs exactly the function of a customer service representative, except that they work in a more formal setting. The client liaison sees to the absolute satisfaction of the client by ensuring that all of their concerns are catered to and all complaints are attended to. As a client liaison, you are required to plan and schedule regular meetings with clients. You are in charge of the preparation and distribution of thorough work reports to clients. Gathering client feedback reports for your supervisor, and auditing client liaison active accounts are also some of your main responsibilities.
You may also be required to make proper recommendations based on your client feedback report. The recommendation will be put into practice, and you’ll see to it that the client is happy with the outcome. As they demonstrate their ability to manage client relationships and successfully navigate the organization, client liaisons may be given more complex tasks or given responsibility for larger accounts. Also, as they gain more experience, client liaisons may eventually move into management positions, where they will be in charge of a team of client liaisons. Some client liaisons may also decide to start their own business, offering consulting services to companies.
Client Liaison Job Description
Below are the client liaison job description examples you can use to develop your resume or write a job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
Client liaisons are tasked with duties and responsibilities such as the following:
- Create and send clients detailed monthly, quarterly, and annual reports.
- Give clients the necessary data and papers.
- Prepare travel reports for client meetings so you have documentation for later use.
- Send the manager or supervisor the minutes from the client meeting.
- Assist and support other management teams.
- Examine each active account for client liaison.
- Handle applications for submission revision and account closure.
- Establish a connection with the client service and collection department to supply the essential information and collect the appropriate papers.
- Distribute revised contractual recommendations.
- Inform the management of any areas that need improvement.
- Encourage the use of improved procedures.
- Plan and schedule regular client meetings.
- Give guidance on proper business decorum and etiquette to clients.
- Offer clients advice on legal matters, including contracts, intellectual property, patents, trade names, copyrights, etc.
- Interact with customers to develop relationships and foster trust
- Advise clients on matters of money, such as budgeting, cash flow forecasting, and debt management
- Carry out market, industry, competitor, and supplier research for clients.
- Create and maintain relationships with clients by giving regular updates on target progress.
- Assist customers in making necessary preparations for meetings and travel
- Check the accuracy and conformity of contracts, proposals, and other documents with business policies.
- Create presentations or letters for clients when necessary.
- Manage all communication and expectations for assigned clients as their main point of contact.
- Establish trusting communication with clients by being dependable, competent, and quick to respond.
- Recognize the goals and wants of the client, then design innovative solutions to meet those demands.
- Provide clients with information on the company’s goods, services, policies, and practices
- Repclientnt’s problems and issues fastly to the relevant business staff.
- Discover possibilities to actively enhance the client experience and offer management advice.
- Keep informed on the products, services, and procedures offered by the company.
- Stay updated with market trends and advancements
- Prepare reports and presentations for clients when necessary.
- Attend client conferences and events when necessary.
- Control numerous projects and due dates at once.
- Carry out more tasks as needed
- Follow-up on resolving client complaints and issues is a good way to gauge client happiness.
- Take action to investigate and address client-reported problems.
- Cooperate with clients to develop value-added services.
Qualifications
- Bachelor’s degree in business, marketing, or any related discipline.
- At least 3 years of professional experience in customer service or client relations.
- Proficiency with CRM software, such as Salesforce or HubSpot is a plus
- Microsoft Office proficiency.
- Ability to learn new software and systems easily.
- Marketing or sales experience is advantageous
- Outstanding communication skills, both written and verbal aspects.
- Exceptional organizational skills and attention to detail.
- Must be able to work independently and with a team.
- Ability to meet deadlines.
Essential Skills
- Communication skills: The act of conveying information from one person to the other is known as communication. Communication skill is an essential competence that qualifies for a client liaison role. You should be able to communicate clearly with both clients and coworkers as a client liaison. You should be able to clarify corporate policies, respond to inquiries, and offer feedback. Additionally, you should be able to interact with customers in a method that puts them at ease and guarantees that they understand the information you’re giving them. Other departments within your firm might also need to be informed of changes regarding products or services. To compose concise, formal emails and memos, you must have great written communication skills.
- Creative thinking skills: The skill of creative thinking is the capacity for problem-solving. You might have to come up with solutions as a client liaison for problems that come up throughout projects. You might propose different approaches to finishing work or extra resources, for instance, if a project manager wants to adjust their timeline. You can come up with original solutions because of your creative problem-solving skills, which also boosts team productivity.
- Empathy: Understanding another person’s thoughts and feelings is known as empathy. Empathy can improve your ability to interact with clients and understand their requirements as a client liaison. Empathy, for instance, might enable you to realize why a customer is upset or frustrated and how you can help them.
- Analytical skills: For their customers, client liaisons must be able to examine data and information to decide on the best course of action. The client liaison may need to investigate why a customer was dissatisfied with a particular area of their experience to ensure that it doesn’t occur again. To make the necessary adjustments, companies must also assess how well their approaches are functioning.
- Attention to detail: Your ability to pay attention to detail will enable you to do your job properly. You need to be thorough and accurate while responding to customer requests in your role as a client liaison. This guarantees that you give accurate information and accomplish tasks on schedule. You can also ensure that the business fulfills its promises to customers and offers excellent service.
- Problem-solving skills: Since client liaisons often interact with clients to resolve issues, problem-solving skills are essential. You can recognize difficulties and suggest solutions when you have problem-solving skills. You can be in charge of resolving conflicts that develop between customers and the company in your capacity as a client liaison. To find the root of the issue and provide a resolution that pleases all parties, you can apply your problem-solving skills. You can be tasked with assisting a client in finding a solution if the company’s support staff is unable to address a problem with their product. This entails learning about their issue, looking into various solutions, and offering feedback on those solutions.
- Organizational skills: Client liaisons must be organized because clients frequently have several inquiries and requests. The status of their projects, their contact information, and any questions they’ve asked can all be tracked by using your organizational skills. You can use your organizational skills to keep track of data about your business, such as project specifics, client information, and employee details. Being organized is essential because you may be working with multiple clients or projects at once as a client liaison. Organizational skill ensures that you can finish your work quickly and give your clients reliable information. Additionally, it helps you keep track of each client’s information so you can better serve them in the future.
- Client relationship management skills: Building solid relationships with clients is essential because client liaisons typically work with the same clients over extended periods. To establish a rapport and make these clients feel at ease working with you, apply your client relationship management skills. By doing this, you can ensure that clients receive top-notch service and have access to all the information they require when they have inquiries.
- Time management skills: You need to be able to successfully manage the time of your clients because they can have busy schedules. You can accomplish this by giving them a list of the activities they must complete along with the proper completion sequence. This can assist them in staying focused and finishing their work quickly.
How to Become a Client Liaison
Step 1. Education
The minimal educational requirement for this position is a high school diploma or its equivalent. Consider taking classes in computer applications, business, and marketing if you’re a high school student interested in a career as a client liaison to help you improve skills that will be essential in your future position. To develop your computer skills, you might also choose to attend typing or keyboarding classes. A bachelor’s degree in a related discipline, such as business, communications, or marketing, is often necessary for a client liaison role. Business administration, marketing, and advertising are some of the most relevant majors for this profession. These courses can teach you how to deal with clients in the best way possible and provide you with the chance to hone your skills in a contained environment.
Step 2. Training and experience
Employers typically prefer to hire client liaisons with one to three years of relevant experience. Therefore, aspiring client liaisons should consider submitting an application for entry-level jobs at corporations that provide comparable goods or services to those they wish to work for. You can use the experience acquired to improve your network and résumé as you search for a position as a client liaison. A client liaison may receive on-the-job training from several companies. In this training, client liaisons will learn the specific practices and procedures used by the company. They will also benefit from learning the specific computer systems and software that the business use.
Step 3. Certifications and licensure
While certifications may not be mandatorily required to become a client liaison, they can be beneficial to enable you to break into the industry. It also puts you at an advantage over applicants for the same role.
Where to Work as a Client Liaison
Client liaisons are employed in different places such as corporate offices, law firms, government agencies, and nonprofit establishments. They typically work full time, and some may be required to work extra time, in the evenings, at weekends and during holidays to meet deadlines or handle emergencies. Client liaisons usually work together with other professionals, such as lawyers, paralegals, and social workers.
Client Liaison Salary Scale
The salary scale of client liaisons can vary widely depending on some factors such as level of education, certifications, additional skills, location of workplace, and years of experience. The average annual salary client liaisons are paid in the United States is $42,496, but the salary scale typically falls between $38,129 and $48,961. In the UK, client liaisons earn about £24,440 per year, and from £22,000 to £40,000 is the range. These professionals are paid an average of $51,968 per year. Between $44,354 and $71,221 is the salary scale. In Nigeria, entry-level client liaisons are paid about 986,000 NGN and the experienced level is about 2,850,000 NGN, but the average pay is 1,490,000 NGN per year.