Back to jobs
New

Client Liaison - Generalist

London

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 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.

 

About 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.

Client Onboarding & Account Delivery

  • 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.

Training, Enablement & Knowledge Sharing

  • 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.

Feedback, Insights & Continuous Improvement

  • 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.

Finance & Operational Support

  • 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.

Cross-Functional Collaboration & Business Support

  • 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.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Artlogic’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.