Client Success Representative

LEARFIELD•Atlanta, GA

4d•Onsite

About The Position

The Client Success Representative will support the day-to-day operational needs of licensed partners and platform users across university, Greek, and SaaS licensing programs. This role will primarily focus on providing timely and accurate support through approved support channels, assisting users with navigation and use of the Direct Licensing Hub (DLH), troubleshooting system issues, and supporting licensing-related workflows.

Requirements

2+ years of customer-facing experience supporting clients, customers, or end users.
Experience managing a portfolio of clients or handling a minimum average workload of specified client requests/accounts per week/month.
Demonstrated ability to achieve established service-level agreements (SLAs), response time, or customer satisfaction targets.
Experience supporting process improvements, implementation projects, or operational initiatives that improved customer experience, efficiency, or service delivery.
Ability to manage multiple ongoing priorities while consistently meeting deadlines and maintaining attention to detail.
Experience independently researching, troubleshooting, and resolving client issues with minimal escalation.
Strong written communication skills, including experience creating client-facing emails, training materials, SOPs, or knowledge-base documentation.
Demonstrated ability to learn and effectively utilize new software platforms, systems, and technologies.
Experience collaborating with cross-functional teams to resolve customer issues and improve service outcomes.
Proven ability to maintain professionalism and composure while handling escalated or complex customer concerns.

Responsibilities

Provide day-to-day support to clients' licensed partners and users through the support platform
Respond to and resolve questions related to Direct Licensing Hub (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 determine when issues require escalation to a Team Lead, Partnerships, Operations, or Engineering
Maintain accurate ticket documentation, internal notes, tags, and statuses
Support licensees and partners with navigation and use of the DLH platform
Monitor aging tickets and following established follow-up and escalation procedures
Identify recurring support trends and opportunities to improve processes, documentation, training, or system functionality
Assist with application and renewal processing and other operational workflows as needed
Support internal testing, system updates, and implementation of new processes or enhancements