Customer Success Specialist

Customer Success Specialist

Founded in 2018, Luma Financial Technologies ("Luma") has pioneered a cutting-edge fintech software platform that has been adopted by broker/dealer firms, RIA offices, and private banks around the world. By using Luma, institutional and retail investors have a fully customizable, independent, buy-side technology platform that helps financial teams more efficiently learn about, research, purchase, and manage alternative investments as well as annuities.

Luma gives these users the ability to oversee the full, end-to-end process lifecycle by offering a suite of solutions. These include education resources and training materials; creation and pricing of custom structured products; electronic order entry; and post-trade management. By prioritizing transparency and ease of use, Luma is a multi-issuer, multi-wholesaler, and multi-product option that advisors can utilize to best meet their clients' specific portfolio needs.

Headquartered in Cincinnati, OH, Luma also has offices in New York, NY, Miami, FL, Zurich, Switzerland and Lisbon, Portugal.

As a Customer Success Specialist you will play a key supporting role in helping our clients realize the value of our platform. The primary responsibility of this role is to ensure client success, adoption, and value realization directly to advisors affiliated with our enterprise clients. Working closely with the Customer Success Manager and cross-functional teams, you will assist with onboarding, training, and day-to-day customer requests to ensure a seamless and positive client experience.

This role is ideal for someone who is detail-oriented, proactive, and passionate about helping customers succeed. You'll help champion Luma's value throughout the client journey—from onboarding and implementation to ongoing engagement—ensuring clients feel supported every step of the way.

Advisor Support & Task Execution

• Serve as a frontline contact for customer (Advisor) inquiries via email, calls, or support channels, ensuring prompt and accurate responses.
• Triage incoming issues and work with internal teams to ensure resolution, escalating more complex items to the CSM or appropriate team.
• Maintain detailed records of customer interactions and ensure support tickets are tracked and closed efficiently while meeting SLAs.
• Support platform troubleshooting, including login issues, navigation help, and feature-related questions.

Internal Coordination & Process Improvement

• Collaborate with Product, Support, and Sales teams to support customer requests and project timelines.
• Help identify process inefficiencies in onboarding and support workflows and suggest improvements.
• Support CSM with CRM updates, meeting prep, and internal reporting dashboards.

Customer Satisfaction & Responsiveness:

• Customer Satisfaction Score (CSAT):
  Target satisfaction score of 90, post-engagement on customer surveys to gather actionable feedback.
• Net Promoter Score (NPS):
  Target satisfaction score of 90 rate post-engagement on customer surveys to gather actionable feedback.
• Onboarding:
  Support a seamless onboarding experience with 100% checklist completion within target timelines.

Support & Issue Resolution:

• First Contact Resolution: > 75% of issues resolved in the first touch
• Time to Resolution: < 2 business days average; < 1 day for critical issues
• First Response Time: < 4 hours for 95% of advisor support requests
• First Response Time:
  Respond to customer inquiries within SLA (e.g., 1 business day) with accuracy and professionalism.
• Reopened Tickets: < 10% of total tickets should be reopened or follow-ups on the same issue.
• Backlog Aging (Open > 7 days): < 5% of open cases remain unresolved after 7 business days
• Ticket/Case Resolution per CSA: 20-90 advisor cases or requests resolved weekly (depends on complexity of product)

Platform Support:

• Knowledge Base Contribution: 1+ article/update per CSA per month to improve enablement or reduce support friction
• Data Capture:
  Ensure client data is entered accurately and updated in a timely manner across CRM and support systems (e.g. Jira).
• Client Escalation:
  Proactively flag customer risks to Customer…