Client Success Specialist – Licensing & DLH Support

CLC; Atlanta (GA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Health Savings Account

Life Insurance

Parental Leave

Paid Holidays

401(k) + Match

Short/Long Term Disability

Job summary

Learfield is hiring a Client Success Representative in Atlanta to support licensed partners and platform users across university, Greek, and SaaS licensing programs. You will assist with DLH navigation, handle inquiries, and troubleshoot system issues, ensuring timely resolutions and quality service.

Responsibilities include managing tickets, documenting interactions, and coordinating with cross-functional teams to improve licensing workflows and user satisfaction.

Qualifications

• Minimum 2+ years of customer-facing experience.
• Experience managing a portfolio of clients or handling a defined workload.
• Ability to meet SLAs, response times, or customer satisfaction targets.
• Experience driving process improvements or operational initiatives.
• Strong written communication for emails, SOPs, or knowledge bases.
• Ability to troubleshoot, document bugs, and escalate when needed.

Responsibilities

• Provide day-to-day support to licensed partners and platform users.
• Respond to DLH functionality questions, renewals, artwork submissions, and royalty reporting.
• Troubleshoot system issues and document bugs or enhancements.
• Escalate complex issues to Team Lead, Partnerships, or Engineering as needed.
• Maintain accurate ticket records, statuses, and internal notes.
• Support navigation and use of the DLH platform.
• Monitor aging tickets and follow escalation procedures.
• Assist with licensee applications and renewals; help with workflows.
• Support internal testing, system updates, and process improvements.

Skills

Customer-facing experience

Portfolio management

SLA achievement

Process improvements

Written communication

Troubleshooting

Cross-functional collaboration

Professionalism under escalation

Adaptability to new software

Tools

Direct Licensing Hub (DLH)

Job description

Learfield is hiring a Client Success Representative in Atlanta to support licensed partners and platform users across university, Greek, and SaaS licensing programs. You will assist with DLH navigation, handle inquiries, and troubleshoot system issues, ensuring timely resolutions and quality service.

Responsibilities include managing tickets, documenting interactions, and coordinating with cross-functional teams to improve licensing workflows and user satisfaction.