Serve as the primary point of contact for non-collegiate brands and their licensees using our SaaS platforms.
Handle inbound calls, emails, and support tickets, providing timely and professional responses.
Assist users with platform navigation, feature utilization, and troubleshooting technical issues.
Licensee Management:Support brands and their licensees in managing communication, rights, contracts, and artwork approvals through the DLH platform.
Provide guidance on royalty collection processes and ensure accurate reporting.
Platform Expertise:Develop a deep understanding of the Direct Licensing Hub, Core81, and Greek platforms, including their features, functionalities, and best practices.
Conduct user training sessions and create support documentation to enhance user knowledge and platform adoption.
Perform platform demonstrations
Process Improvement:Analyze user feedback and identify opportunities for process improvements to enhance the customer service experience.
Collaborate with the product team to communicate user needs and contribute to platform enhancements.
Data Management and Reporting:Utilize the platform's analytics and reporting tools to generate insights and provide actionable recommendations to brands and licensees.
Ensure accurate and up-to-date data management within the platform.
Cross-Functional Collaboration:Participate in regular team meetings to share updates, insights, and best practices.
Qualifications:Bachelor's degree is preferred but not required.
2+ years of experience in customer service, preferably in a SaaS or technology-driven environment.
Strong communication and interpersonal skills, with the ability to engage and support diverse stakeholders.
Proficiency in using SaaS platforms and digital tools; experience with the Direct Licensing Hub or similar licensing management platforms is a plus.
Excellent problem-solving skills and a proactive approach to addressing customer needs and resolving issues.
Ability to multi-task and manage changing priorities in a fast-paced environment.
Strong organizational skills and attention to detail.
Demonstrated ability to learn new technologies quickly and adapt to evolving requirements.
Familiarity with brand licensing processes and requirements is a plus.
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.