Licensing Client Success Specialist

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

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,