Implementation & Support Specialist

• Own day-to-day execution of new client onboarding, including tenant setup and configuration, alignment calls, training delivery, and hands-on support through go-live
• Serve as product expert for customers and resolve inbound support requests
• Escalate issues to product, engineering, or Customer Success as needed
• Execute and continuously improve onboarding and support playbooks, Luminary Academy content, and documentation
• Surface recurring themes from onboarding and support interactions to inform the product roadmap
• Work closely with Customer Success Managers on tactical execution and product expertise

• 2-4 years of experience in either wealth management or in a customer-facing onboarding/implementation/support role in B2B fintech SaaS
• Comfort building deep platform expertise and translating it into clear, confident training and support for non-technical users
• Strong process orientation, including documenting, systematizing, and improving processes
• Detail-oriented and highly responsive
• Judgment to know when to solve an issue independently versus involving the appropriate teammate
• High agency, proactive, and action-oriented
• Resilient, Empathetic, Accountable, and Low-Ego

Demonstrates expertise in client onboarding and support within B2B Fintech SaaS, with a focus on process improvement and effective training delivery for non-technical users. Capable of collaborating with Customer Success teams to enhance product knowledge and customer satisfaction.

• Client Onboarding
• B2B Fintech SaaS Experience
• Process Improvement
• Training Delivery
• Customer Support

• Onboarding Execution
• Tenant Setup
• Configuration Management
• Documentation
• Support Playbooks

• Detail-oriented
• Proactive
• Empathetic
• Accountable
• Resilient

• Wealth Management
• Customer Success
• Implementation
• B2B
• SaaS

• Luminary Academy