Client Success Specialist - Licensing Platform

Learfield IMG College; Atlanta (GA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Health Savings Account (HSA)

Life Insurance

Flexible Paid Time Off

Parental Leave

20 Paid Holidays

401(k) + Match

Short/Long Term Disability

Job summary

Learfield seeks a Client Success Representative in Atlanta, GA to support licensed partners and platform users. You will guide DLH navigation, troubleshoot licensing workflows, and ensure timely, accurate resolutions via approved channels.

Responsibilities include handling inquiries, documenting issues, and escalating when needed, while maintaining clear client communication and strong internal collaboration.

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

Portfolio management

Meet SLAs

Process improvements

Attention to detail

Independent troubleshooting

Written communication

Adapt to new software

Cross-functional collaboration

Calm under escalation

Job description

Learfield seeks a Client Success Representative in Atlanta, GA to support licensed partners and platform users. You will guide DLH navigation, troubleshoot licensing workflows, and ensure timely, accurate resolutions via approved channels.

Responsibilities include handling inquiries, documenting issues, and escalating when needed, while maintaining clear client communication and strong internal collaboration.