Implementation & Support Specialist

luminary; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in New York is seeking a client onboarding specialist to own onboarding, configuration, training delivery, and go-live support for B2B fintech SaaS customers. You will act as the product expert, resolve inbound support requests, and escalate issues as needed.

You will surface recurring themes to inform the product roadmap and collaborate with Customer Success on tactical execution and product knowledge.

Qualifications

• 2–4 years of experience in wealth management or onboarding/support in B2B fintech SaaS.
• Ability translating deep platform knowledge into clear training for non-technical users.
• Strong process orientation: documenting, systematizing, and improving processes.
• Detail-oriented, highly responsive, with good judgment on escalation.
• High agency, proactive, action-oriented, and resilient.

Responsibilities

• Own day-to-day onboarding execution for new clients, including tenant setup and go-live support.
• Serve as product expert and resolve inbound support requests.
• Escalate issues to product/engineering/CS as needed.
• Develop and improve onboarding playbooks, Luminary Academy content, and documentation.
• Surface recurring themes to inform the product roadmap.
• Collaborate with Customer Success Managers on tactical execution and product expertise.

Skills

Client Onboarding

B2B Fintech SaaS Experience

Process Improvement

Training Delivery

Customer Support

Tools

Luminary Academy

Job description

• 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

Requirements

• 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

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

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

Industry Keywords

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

Tools & Technologies

• Luminary Academy