Client Success Representative

The Client Success Representative will be primarily responsible for delivering best-in-class support to a quickly growing set of university partners. This person will fast-track success by accelerating adoption of new products by external clients (predominantly within athletic departments) and will help shape the strategic vision of our solutions by acting as the voice of the end user.

This role will be client-facing across both internal and external users. The Client Success Representative will report to the Client Success Manager.

Responsibilities:

Handle inbound calls and customer support tickets from clients and customers

Respond to all client requests in a timely manner

Manage relationships with CLC clients and users of the platform, functioning as a product expert and technical communications resource (including data collection and system demos)

Review client / stakeholder feedback and utilize it to enhance product offerings and improve product support and adoption

Drive successful experiences for users with an emphasis on planning, engagement, implementation, feature adoption, and meaningful measurement

Contribute to continuous product improvement efforts through efficient user feedback

Support the planning, scoping, and prioritization of future client success projects to achieve all platform goals

Work collaboratively across the management team to share client feedback

Help support the design, implementation, and evolution of current client success operations to further enable product adoption and positive stakeholder engagement

Contribute to the client success roadmap through an understanding of each solution's business goals Qualifications:

1+ years of customer service focused work.

Excellent oral and written communication skills will be required, as this position will involve direct communications with clients.

The ability to multi-task and manage changing priorities throughout the day will be required.

Must be a team-player, possess outstanding customer service skills, and be self-motivated.

This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of client related issues.

Great listening skills and the capability to remain calm and helpful when working with clients is essential.

Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.

Must demonstrate the ability and desire to increase knowledge.

Experience working in / contributing to the growth of new client success functions / departments

Ability to take full, end-to-end responsibility for the client success function for assigned clients

Ability to establish a deep understanding of clients' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Ability to create and maintain end-user product documentation and associated materials

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 (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability.

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.