Client Success Representative

About the role

Learfield is hiring a Client Success Representative in Atlanta to support the day-to-day operational needs of licensed partners and platform users across university, Greek and SaaS licensing programs. The role focuses on timely, accurate support through approved channels, helping users navigate the Direct Licensing Hub (DLH), troubleshooting system issues and supporting licensing workflows.

Key responsibilities

• Provide day-to-day support to clients' licensed partners and users through the support platform
• Resolve questions about DLH functionality, applications, renewals, artwork submissions, royalty reporting, payments and other licensing workflows
• Troubleshoot system issues and document bugs or enhancement requests for escalation
• Review support requests and decide when they need escalation to a Team Lead, Partnerships, Operations or Engineering
• Maintain accurate ticket documentation, internal notes, tags and statuses
• Help licensees and partners use the DLH platform and monitor aging tickets with established follow-up procedures
• Identify recurring support trends and opportunities to improve processes, documentation, training or system functionality
• Assist with application and renewal processing, and support internal testing, system updates and new processes

Required profile

• 2+ years of customer-facing experience supporting clients, customers or end users
• Experience managing a portfolio of clients or handling a specified average workload of client requests or accounts per week or month
• Proven ability to meet SLAs, response times and customer satisfaction targets
• Experience improving processes, implementing projects or operational initiatives that improved customer experience or service delivery
• Ability to handle multiple priorities, research and troubleshoot client issues independently with minimal escalation
• Strong written communication, including client emails, training materials, SOPs and knowledge-base documentation
• Ability to collaborate with cross-functional teams and stay professional with escalated or complex issues

What we offer

• Medical, dental and vision coverage, health savings account, life insurance and other plans
• Paid time off of at least 10 days a year, including parental leave, and 20 paid holidays
• 401(k) match and short/long term disability