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Role Overview

As a Customer Success Analyst (CSA), 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. Luma has evolved into a multi-solution (SKU) platform, where our CSAs will provide support across all SKUs.  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.

Please note: This opportunity is a hybrid position expected to work 2-3 days/week from Luma's Cincinnati, OH office.

Key Responsibilities (Prioritized by Business Impact)

Advisor Support & Task Execution

• Serve as a frontline contact for customer (Advisor) inquiries via email, calls, chat, 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.

Advisor Onboarding & Implementation Support

• Coordinate setup tasks for new clients, including account configuration, data entry, and internal checklist management.
• Support the CSM during onboarding calls and training sessions by documenting client goals and tracking follow-ups.
• Prepare onboarding materials and assist with delivering platform walkthroughs and support documentation.
• Ensure timely completion of onboarding milestones and escalate delays or issues to the CSM.

Advisor Engagement & Insights

• Monitor customer usage and engagement metrics to identify accounts that may need attention and reengagement.
• Support the creation of periodic client summaries and usage reports to guide business reviews.
• Assist in preparing Net Promoter Score (“NPS”), Customer Satisfaction (“CSAT”), or onboarding feedback surveys, compiling results, and providing key trends.
• Document FAQs, help center content, and support guides based on recurring client inquiries, to build our Knowledge Base

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.

What Success Looks Like:

• 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 7business 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 Success Manager (CSM) and/or Company Relationship Manager (RM) before issues escalate.

• Operational Efficiency & Impact: 

o   Turn around client requests and tasks with consistent timeliness (e.g., 95% of tasks completed within SLA).

o   Reduce average ticket handling time through improved internal processes and documentation.

o   Assist in maintaining or improving onboarding time to value for new customers.

Ideal Candidate Profile:

• 1-2 years of experience in a client-facing or operations role, ideally in SaaS or financial services.
• Strong organizational skills and attention to detail, with the ability to manage multiple requests at once.
• Excellent written and verbal communication skills.
• Customer-first mindset with a desire to solve problems and provide a great experience.
• Basic understanding of CRMs or support platforms (e.g., Salesforce, Zendesk, HubSpot) preferred.
• Ability to work well in a fast-paced, collaborative team environment.