Account Liaison

This leadership role is a liaison between a customer's business teams and our service delivery for a designated client portfolio, ensuring exceptional service quality and operational performance within established standards. Acting as the critical bridge between our Service Desk team and the client business, this role demands a deep understanding of B2B processes, systems, and client needs.

Key Responsibilities:

• Developing strong client relationships: understanding client business operations and product deployments, and proactively identifying service needs.
• B2B Expertise and Training: Serve as the go-to expert for the Service Desk on all B2B matters, providing regular training on processes, systems (including SAP and selling tools), and client-specific needs.
• Proactive Issue Resolution: Proactively identify and escalate potential business disruptions with client stakeholders, conducting daily system checks (SAP/selling tools) and ensuring order alignment.
• Incident Management & Communication: Lead crisis communication during major B2B incidents, partnering with Product Owners to minimize disruption and support Super Users in urgent situations.
• Knowledge Management: Assist in maintaining the specific components of the business line Knowledge Base, creating, updating, and retiring articles to ensure accuracy and relevance for the Service Desk.
• Service Desk Performance: Analyze dissatisfaction data and conduct targeted coaching sessions to address performance gaps and boost customer satisfaction.
• Process Optimization: Collaborate with Resolver Groups to implement shift-left opportunities, empowering the Service Desk for faster issue resolution.
• Client Relationship Building: Cultivate strong client relationships, understanding their evolving needs and ensuring alignment with our support services.

Job requirements:

• Deep B2B Expertise: 5+ years of experience in a B2B environment with a strong understanding of B2B processes and systems.
• Technical Proficiency: Solid understanding of SAP, POS systems, and other relevant selling tools. Experience with ticketing systems is highly desirable.
• Training & Mentoring Skills: Proven ability to develop and deliver effective training programs and mentor individuals.
• Communication & Collaboration: Excellent written and verbal communication skills. Demonstrated ability to effectively collaborate with cross-functional teams and stakeholders.
• Problem-Solving & Analytical Skills: Strong analytical and problem-solving abilities with a proactive approach to issue identification and resolution.
• Customer Focus: A strong commitment to providing exceptional customer service and ensuring a positive client experience.
• Process Improvement Mindset: Experience with process improvement methodologies and a demonstrated ability to identify and implement efficiency improvements.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at for verification.

Key Points to Remember:

Legitimate job offers only follow interviews conducted with our hiring managers or clients.

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