Client Success Representative

CLC is the nation's leading collegiate trademark licensing company with a mission to elevate college brands through insight and innovation. The company is uniquely positioned to deliver consumer connections and brand visibility for institutions through data-based, customized brand protection, brand management, and brand marketing solutions that include impactful licensed merchandise systems and strategies and innovative marketing platforms to navigate the ever-evolving consumer and retail marketplace.

Headquartered in Atlanta, Georgia, CLC's people-friendly culture is a hallmark of the company's style and approach to business and is rooted in values demonstrating intentional and active care for other people. The company and its employees strive each day to live by the company's values to Serve Others, Build Trust, Lead Well, Innovate Often, Be Passionate. Founded in 1981, CLC is a part of LEARFIELD, the leading media and technology services company in intercollegiate athletics.

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