Senior Customer Onboarding Specialist

About the role

As a Senior Customer Onboarding Specialist at Didomi, you will manage the end-to-end onboarding journey for new customers, from pre-kick-off to deployment and handover to Customer Success. You will drive successful implementations, help customers become autonomous in using Didomi’s solutions, and collaborate with Sales, Customer Success, Technical Support, Product, Engineering, and Marketing to resolve challenges and continuously improve the onboarding experience.

Key responsibilities

• Manage customer onboarding: Own a portfolio of customers with varying levels of complexity, leading kick-offs, technical audits when needed, setup and follow-up calls, go-live monitoring, platform demos, QA, and final handover.

• Drive implementation success: Deliver product training, troubleshoot implementation issues, identify workarounds, and coordinate with Technical Support, Product, and Engineering on complex cases. Build expertise across Didomi’s product suite (CMP, ACM, MUV, Consent Essentials, SSO, PMP, and DSAR).

• Anticipate and manage risks: Identify inactive customers, blocked projects, and technical dependencies, and implement appropriate follow-up, escalation, and mitigation actions.

• Ensure operational excellence: Keep customer onboarding data accurate and up to date in Planhat, gather customer context from AEs and KAMs before kick-off, and ensure a smooth handover to the CSM or KAM.

• Contribute to continuous improvement: Own at least one cross-functional initiative per semester, such as improving onboarding playbooks, developing training content, scaling onboarding for Small Business customers, strengthening documentation, automating customer re-engagement, or sharing product expertise internally.

• Share customer insights: Collect and structure customer feedback to help Product, Engineering, Support, and other teams improve our solutions and processes.

What we're looking for

• Customer-first mindset: Empathetic, service-oriented, and able to explain complex topics clearly.

• Project management: Strong organizational skills and the ability to manage multiple customer projects simultaneously.

• Autonomy and ownership: Able to make sound decisions, anticipate risks, and drive projects forward.

• Technical curiosity: Comfortable investigating implementation issues and working with technical teams.

• Communication skills: Confident leading customer meetings, delivering training, and facilitating webinars.

• Operational rigor: Attentive to CRM data quality, documentation, and follow-up.

• Continuous improvement: Proactive in identifying opportunities to improve processes and the customer experience.