Stop training on the job.

Let us transform your new project management hires into polished professionals with Lumino’s extensive training program — the Client Service Academy.

The Classic Agency-Owner Dilemma

Your quality deliverables and professional service are quickly creating opportunities for more client work. It's a great chance to grow your business. But with all these new leads, you're worried about project execution. Your team has limited experience with account services and you can't (yet) clone yourself.

Say hello to the Client Service Academy by Lumino.

We train your account services team members so they can meaningfully scale your business.

The Lumino Solution

An expert account services team is one of the most impactful additions you can make to your agency. They will:

  • Make you more money by having an eye on renewals and proactively seeking opportunities for upsells

  • Keep your clients and team happy with their ability to navigate tricky situations, scope creep, and difficult client communications

  • Free up your time as the team leader to focus on bigger picture goals and growth rather than having to be knee-deep in every account

Of course, a game changing hire like this is hard to come by. Truly experienced professionals may be looking for salaries or titles that you aren't prepared to offer yet. And greener hires are going to take years of on-the-job training before they're ready to truly excel on their own.

That’s where the Client Service Academy by Lumino comes in.

Ready to Enroll?

Let us train your account services team members with Lumino’s Client Service Academy so you can focus on growing your business.

To enroll, please fill out the required fields on Lumino’s Client Service Academy enrollment form, then proceed to checkout to make your one-time payment.

Email us at CSA@luminodigital.com to learn more before you enroll your team. We can talk you through the program, answer questions you may have, and help you determine if it is the right fit for you.

 

Frequently Asked Questions

  • This course is for anyone currently in or looking to begin a role in client service who wants to learn vital skills of account and project management from real life experiences of seasoned professionals. Whether you’re brand new to your role or have been managing projects and serving clients for years, this course will grow and sharpen the tools in your toolbelt, help you gain more confidence, and be an ongoing resource of support and industry connections.

  • The Client Service Academy programming includes 6 chapters:


    Chapter 1     — Planning
    Learn how to confidently prepare for new projects and kick them off successfully.

    Chapter 2 — People
    Learn how to effectively communicate with clients to provide the best service.

    Chapter 3 — Problems
    Learn how to lead confidently even when things go wrong.

    Chapter 4 — Prospective Business
    Learn how to build and maintain relationships well beyond your scope of work.

    Chapter 5 — Priorities
    Learn how to manage your day effectively.

    Chapter 6 — Professional Development
    Learn how to manage your career and achieve personal goals

    Course programming also includes access to an extensive template library, recommended reading materials, and professional development resources.

  • Certification of completion of course to add to your résumé, LinkedIn, and portfolio

    Networking with peers and mentors via exclusive Slack channel for Account Service support and advice even after graduation from the program

    Access to all course programming and an ever growing library of templates, frameworks and tips for project setup, contracts, professional development and more

    Free access to our Guest Feature Webinars which will be announced via email and include major agency managers discussing key topics every AM/PM should know

    Confidential anonymous inquiries with the CSA advisors to deal with sensitive client and team situations

  • A one-time payment of $1,500 for the full 6-week course, plus access to all course programming materials, an extensive template library, and a private Slack group to network with peers and seek one-on-one and group mentorship (even after graduation from the program).

  • The course runs once a week for 6 weeks. Week 1 will be a 2-hour class while weeks 2 through 6 will be one and a half hours.

  • We will be using Slack, Google Meet, and Google Drive to deliver the lessons, course materials, and general communications to the group. Other than having a registered Google account, there is no specific software you need to download.

  • Yes! We encourage attendees to connect during class discussions, and use the Slack channel to meet and connect with other attendees outside of class. Classes will include both lecture and interactive group discussion. We invite you to ask questions and bring any real life challenges and situations to class to get input from CSA advisors and classmates.

  • If the course dates and/or time do not work for you, email us at CSA@luminodigital.com and we’ll see what alternative arrangements can be made.

  • No problem! Give us a heads up at CSA@luminodigital.com and we’ll follow up with a recording of the missed class and any corresponding materials you will need.

  • You can email us your questions at CSA@luminodigital.com. We’re happy to hop on a call and walk you through the program and answer any questions you might have.


Lumino’s Secret to Success

Our founders have owned and managed a variety of agencies over the years and are AMs and PMs at heart. And the secret to our success has always been exceptional account services, which has allowed us to grow accounts to high six figures in just a few years and retain clients for close to a decade. We've got a playbook that we turn to again and again, and we're finally ready to share our best tips & tricks with you and your team.

Lumino’s CSA Advisors

CSA’s Advisors Sheri Cook-Sandve and Jenny Karn have over 25 years of combined accounts service experience, and wanted to develop a training program rooted in their own stories of success and failure, to share with other client service professionals the lessons that only these real-life experiences can teach us.

  • “I struggle to find time to train new hires even though I know it’s the only way to get them up and running. Client Service Academy is like a cheat code to make sure new team members are mastering the fundamentals.”

    Nicole G | Agency Owner

  • “As an agency owner, I often feel like the only one focused on new business. My accounts team are on the “front lines” of client relationships. Thanks to Client Service Academy arming them with the tools to spot upsell and cross-sell opportunities. It's been a game changer for my business development.”

    Paul O. | Agency Owner

  • "Sheri and Jenny’s combined experience and shared insights helped widen my view of the client experience. Their resources helped me develop more confidence in spotting upsell opportunities, and take a more holistic approach to handling tricky client situations. Their shared wealth of knowledge has helped me to both grow my accounts and mature in my account handling practices."

    Lerin M. | Director of Accounts