The Client Success Representative will support the day-to-day operational needs of licensed partners and platform users across university, Greek, and SaaS licensing programs. This role will primarily focus on providing timely and accurate support through approved support channels, assisting users with navigation and use of the Direct Licensing Hub (DLH), troubleshooting system issues, and supporting licensing-related workflows.
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.
