Client & Partner Services Manager at Luma… · Cincinnati

About Luma Financial Technologies

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. For more information, please visit Luma’s website.

About the role

Luma’s RIA Group is growing its client-facing and partner implementation capabilities. This role sits at the intersection of client success, technical onboarding, and cross-functional operations—ensuring that RIA clients and their partners are seamlessly integrated onto the Luma platform and supported throughout the relationship lifecycle.

The ideal candidate brings a client-first mindset, strong operational discipline, and the ability to manage complex, multi-stakeholder implementation workflows. You will serve as a primary point of contact for client requests, lead partner and custodian integrations, and collaborate closely with Operations to drive product setup and order processing accuracy.

What you'll do

Client Request Management

• Serve as a primary point of contact for RIA clients on the Luma platform, managing inbound requests related to platform access, product inquiries, and operational issues.
• Triage, track, and resolve client requests with a focus on timely, high-quality responses; escalate technical or compliance-sensitive issues as appropriate.
• Maintain detailed records of client interactions and follow-up actions within internal systems.

Partner Setup & Implementation

• Lead end-to-end onboarding and configuration for new RIA partners, covering both direct setup and partnered-channel setup workflows.
• Configure RIA accounts, permissions, and platform settings in accordance with each partner’s operational model and agreements.
• Manage implementation timelines, coordinate with internal stakeholders, and communicate status updates to partners throughout onboarding.
• Direct setup: own all configuration steps from intake through go-live.
• Partnered setup: coordinate with operations, PI and RIA implementation teams to align on technical requirements and timelines.

Custodian & Partner Integration Implementations

• Drive the implementation of custodian and partner data integrations, including account data feeds, order routing, and position reporting connections.
• Work cross-functionally with Technology, Product, and Operations to define integration requirements, test workflows, and validate data accuracy prior to go-live.
• Maintain integration documentation and runbooks; proactively identify gaps or failure points and coordinate remediation.

New Integration Partnerships

• Support the launch of new integration partnerships by managing the operational workstreams required to stand up net-new custodian or technology connections.
• Serve as the day-to-day operational owner during initial integration phases, coordinating between external partners and internal teams to meet project milestones.
• Contribute to post-launch reviews, capturing lessons learned and refining implementation playbooks for future partnerships.

Operations Collaboration – Product Setup & Order Input

• Partner closely with the Operations team to ensure accurate and timely product setup within the Luma platform, including structured product configurations and lifecycle events.
• Support order input workflows, validating that client and partner orders are correctly captured, routed, and confirmed in accordance with operational procedures.
• Identify process improvement opportunities within product setup and order input workflows; contribute to the development of scalable, repeatable processes as the RIA business grows.

Qualifications

Required

• 3–6 years of experience in client services, implementation, or operations within financial services, fintech, or wealth management.
• Demonstrated experience managing structured onboarding or implementation projects with multiple stakeholders.
• Familiarity with RIA workflows, custodian relationships, or wealth management platforms.
• Strong organizational skills with the ability to manage multiple concurrent workstreams and competing priorities.
• Excellent written and verbal communication skills; comfortable presenting status updates to clients and internal leadership.
• Proficiency with project tracking or ticketing tools (e.g., Salesforce, Jira, or equivalent).

Preferred

• Prior experience with structured products, alternative investments, or similar capital markets instruments.
• Hands-on experience configuring or supporting custodian data integrations (e.g., Schwab, Fidelity, Pershing, or similar).
• Exposure to order management systems (OMS) or trade lifecycle operations.
• Experience working in a high-growth technology company or platform business.