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Senior Customer Onboarding Specialist
Didomi
Contract type
Ongoing
Work mode
Remote
Experience
Senior · Not stated
Level inferred from job title
Job description
The Senior Customer Onboarding Specialist supports new customers through the Didomi onboarding cycle, from Kick-Off to deployment and handover to the Customer Success team. The role is the entry point into the Customer Onboarding career path and is performed under the guidance of the Onboarding unit manager.
At a glance
- Work mode
- Remote
- Languages
- English – Full professional proficiency
What you'll do
- Manage a defined portfolio of new customers of lower complexity (Growth Business), with a volume adapted to the learning curve
- Run the onboarding steps with support: Pre-Kick-Off, Kick-Off, setup and follow-up calls, Go-live monitoring, Platform Demo / QA, and closure
- Deliver standard product training sessions and share FAQs and Help Center content so that customers become autonomous
- Handle first-level implementation issues during the Onboarding phase and act as an intermediate to the Support team
- Flag onboarding risks (ghost customers, blocked projects) and apply the standard reminder and escalation rules
- Keep Planhat up to date in real time (owner, onboarding stage, date, tier, health, ghosting flag)
- Gather customer context from the Account Executive before Kick-Off and prepare the handover documentation for the CSM or KAM
- Collect customer feedback and log it for the Onboarding unit
- Contribute, with support, to a transverse initiative (documentation, training content, FAQs)
What we're looking for
- Customer service mindset: empathy, teaching ability, and capacity to simplify
- Basic understanding of SaaS products and web technologies
- Ability to organize and prioritize several customer projects in parallel, with guidance
- Rigor in updating CRM tools such as Planhat
- Curiosity for product and privacy topics
- Good verbal and written communication skills, and comfort with presenting in kick-off calls and training sessions
- Full professional proficiency in English
Your team
Onboarding unit
The Onboarding unit, led by the Onboarding unit manager; the role works under supervision within defined onboarding playbooks and internal rules.
How to get hired
- 1HR Screen (15 minutes)
- 2Hiring Manager Interview (30 minutes)
- 3Case Study Presentation (1h)
- 4Founder Interview