Client Success Representative

Learfield; Atlanta (GA); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

Life Insurance

Flexible PTO

Parental Leave

Paid holidays

401(k) Match

Disability Insurance

Job summary

Learfield is seeking a Client Success Representative to support licensed partners and platform users across university, Greek, and SaaS licensing programs. You will provide timely, accurate support through approved channels and help users navigate the Direct Licensing Hub (DLH), troubleshoot issues, and assist with licensing workflows.

You will respond to questions about DLH functionality, maintain ticket records, escalate where needed, and contribute to process improvements, training materials,

Qualifications

• 2+ years of customer-facing experience.
• Experience managing a portfolio of clients or handling a minimum average workload of specified client requests/accounts per week/month.
• Demonstrated ability to achieve SLAs and customer satisfaction targets.
• Experience supporting process improvements or operational initiatives that improved customer experience or efficiency.
• Ability to manage multiple priorities while meeting deadlines.
• Experience independently researching, troubleshooting, and resolving client issues with minimal escalation.
• Strong written communication, including client-facing emails, training materials, SOPs, or knowledge-base docs.
• Ability to learn new software platforms and collaborate with cross-functional teams.

Responsibilities

• Provide day-to-day support to clients via 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 escalation to 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 follow established escalation procedures.
• Identify recurring support trends and opportunities to improve processes or documentation.
• Assist with application and renewal processing and other operational workflows as needed.
• Support internal testing, system updates, and implementation of new processes or enhancements.

Skills

Customer service

SLA targets

Multitasking

Written communication

Cross-functional

Problem solving

Tools

DLH

Job description

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.

Essential Duties & 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

Minimum Qualifications:

• 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.

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.

Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Learfield is the leading media and technology company powering college athletics. Through its digital and physical platforms, Learfield owns and leverages a deep data set and relationships in the industry to drive revenue, growth, brand awareness, and fan engagement for brands, sports, and entertainment properties.

With ties to over 1,200 collegiate institutions and over 12,000 local and national brand partners, Learfield’s presence in college sports and live events delivers influence and maximizes reach to target audiences. With data-based solutions for a 365-day, 24/7 fan experience, Learfield enables schools and brands to connect with fans through licensed merchandise, game ticketing, donor identification for athletic programs, exclusive custom content, innovative marketing initiatives, NIL solutions, and advanced digital platforms.

Since 2008, it has served as title sponsor for the acclaimed Learfield Directors’ Cup, supporting athletic departments across all divisions.

Our people-first culture is the foundation of our business and is reflective of our approach to building meaningful relationships with our employees, partners, and fans. The company strives each day to deliver the mission statement and embody the core values that make Learfield an exciting place to work.

Our Mission: Powering the connection of fans to the brands and experiences they love.

Our Core Values: Build Trust | Be Fans of One Another | Power Tomorrow | Create & Connect Communities | Have Fun