Client Success Representative
Learfield Open · verified Sep 25, 2026 At a glance
Mid-level Customer Success role at Learfield. Atlanta · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Handle daily support requests from licensed partners and platform users through the approved support system
- Answer DLH questions involving applications, renewals, artwork, royalties, payments, and related licensing tasks
- Investigate technical problems, record bugs or enhancement ideas, and route issues to the right internal team
- Keep tickets current with clear notes, labels, statuses, follow-ups, and escalation steps
- Spot recurring support patterns and help improve processes, training, documentation, and platform workflows
What you bring
- At least two years supporting clients, customers, or end users in a customer-facing role
- A record of meeting service targets such as SLAs, response times, or customer satisfaction goals
- Experience resolving client problems through independent research and troubleshooting with limited escalation
- Strong written communication demonstrated through emails, training content, SOPs, or knowledge-base materials
- Comfort learning new software and coordinating with multiple teams to improve customer outcomes
Who this fits
You’ll suit work that combines client support, ticket ownership, troubleshooting, and licensing operations. You need to manage competing priorities, meet deadlines, stay detail-focused, and remain composed during complex or escalated concerns. The role supports university, Greek, and SaaS licensing programs and works across Partnerships, Operations, Engineering, and Team Lead groups.
From the employer
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.
Not this one either?
Claude or ChatGPT reads the other 90,924 for you.
Get better matches →
