Client Success Specialist, Direct Licensing Hub

100 LEARFIELD; Georgia; On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Health Savings Account

Life Insurance

Flexible Paid Time Off

Parental Leave

Paid Holidays

401(k) + Match

Disability Insurance

Job summary

100 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 and accurate support through approved channels, assist users with navigation and use of the Direct Licensing Hub (DLH), troubleshoot issues, and support licensing workflows.

The role requires 2+ years of customer-facing experience, strong communication skills, and the ability to manage multiple priorities while

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.

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.

Skills

Customer-facing experience

SLA achievement

Multi-tasking

Troubleshooting

Cross-functional collaboration

Written communication

Learning new software

Job description

100 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 and accurate support through approved channels, assist users with navigation and use of the Direct Licensing Hub (DLH), troubleshoot issues, and support licensing workflows.

The role requires 2+ years of customer-facing experience, strong communication skills, and the ability to manage multiple priorities while