Senior Customer Onboarding Specialist

Didomi; Paris; On-site; EUR 85,000 - 125,000; Full time

Job summary

Didomi is seeking a Senior Customer Onboarding Specialist to lead end-to-end onboarding for a portfolio of customers. You will drive successful implementations, train customers, and collaborate with Sales, CS, Support, Product, Engineering, and Marketing to address challenges and continuously improve the onboarding experience.

You will manage kick-offs, go-live checks, and handover to Customer Success, while identifying risks and driving improvements to scale onboarding for diverse customer

Qualifications

• Experience in managing end-to-end customer onboarding journeys.
• Ability to run platform demos and training sessions.
• Strong stakeholder coordination across Sales, CS, Product and Engineering.
• Comfort with identifying and mitigating onboarding risks.
• Proactive in collecting feedback to improve processes.
• Excellent written and verbal communication in English.

Responsibilities

• Own end-to-end onboarding for a portfolio of customers, leading kick-offs, audits, setup calls, go-live checks, and handover to CS/Account teams.
• Deliver product training and troubleshoot implementation issues, coordinating with Technical Support and Engineering on complex cases.
• Identify inactive customers, blocked projects, risks, and implement follow-up and escalation.
• Maintain accurate onboarding data in Planhat and ensure smooth handover.
• Drive at least one cross-functional onboarding improvement initiative per semester.
• Share customer insights with Product and Engineering to improve solutions and processes.

Skills

Customer onboarding

Project management

Stakeholder collaboration

Technical curiosity

Communication skills

Operational rigor

Job description

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 responsibiliti

• es
  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 hand

• over.
  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, an

• d DSAR).
  Anticipate and manage risks: Identify inactive customers, blocked projects, and technical dependencies, and implement appropriate follow-up, escalation, and mitigati

• on 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 t

• he 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 expe

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

tions and processes.

• What we're looking for Customer-first mindset: Empathetic, service-oriented, and able to expla

• in complex topics clearly.
  Project management: Strong organizational skills and the ability to manage multiple cust

• omer projects simultanesynchronously.
  Autonomy and ownership: Able to make sound decisions, anticipate ri

• sks, and drive projects forward.
  Technical curiosity: Comfortable investigating implementation issue

• s and working with technical teams.
  Communication skills: Confident leading customer meetings, deliverin

• g training, and facilitating webinars.
  Operational rigor: Attentive to CRM da

• ta quality, documentation, and follow-up.
  Continuous improvement: Proactive in identifying opportunities to im

prove processes and the customer experience.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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 responsibiliti

• es
  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 hand

• over.
  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, an

• d DSAR).
  Anticipate and manage risks: Identify inactive customers, blocked projects, and technical dependencies, and implement appropriate follow-up, escalation, and mitigati

• on 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 t

• he 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 expe

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

tions and processes.

• What we're looking for Customer-first mindset: Empathetic, service-oriented, and able to expla

• in complex topics clearly.
  Project management: Strong organizational skills and the ability to manage multiple cust

• omer projects simultanesynchronously.
  Autonomy and ownership: Able to make sound decisions, anticipate ri

• sks, and drive projects forward.
  Technical curiosity: Comfortable investigating implementation issue

• s and working with technical teams.
  Communication skills: Confident leading customer meetings, deliverin

• g training, and facilitating webinars.
  Operational rigor: Attentive to CRM da

• ta quality, documentation, and follow-up.
  Continuous improvement: Proactive in identifying opportunities to im

prove processes and the customer experience.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.