Senior Customer Onboarding Specialist

This is a fully remote position, open to applicants in France.

📋 Description

• Oversee the comprehensive onboarding experience for new clients from pre-kick-off to deployment and transition to Customer Success.

• Manage a diverse portfolio of customers with varying levels of complexity.

• Facilitate kick-off meetings, conduct technical audits, handle setup and follow-up calls, monitor go-live processes, deliver platform demonstrations, perform quality assurance, and execute the final handover.

• Provide product training and resolve implementation challenges.

• Recognize workarounds and collaborate with Technical Support, Product, and Engineering on intricate cases.

• Develop expertise across Didomi's product offerings: CMP, ACM, MUV, Consent Essentials, SSO, PMP, and DSAR.

• Identify inactive clients, stalled projects, and technical dependencies; implement follow-up, escalation, and mitigation strategies.

• Keep precise onboarding records in Planhat and gather customer insights prior to kick-off.

• Ensure a seamless transition to the Customer Success Manager (CSM) or Key Account Manager (KAM).

• Lead at least one cross-functional initiative each semester to enhance onboarding, training, documentation, automation, or product knowledge.

• Gather and organize customer feedback to assist teams in refining solutions and processes.

• Collaborate with Sales, Customer Success, Technical Support, Product, Engineering, and Marketing.

⛳️ Requirements

• Customer-centric mindset: Empathetic, service-driven, and capable of articulating complex topics clearly.

• Excellent organizational abilities and adept at managing multiple customer projects concurrently.

• Capable of making informed decisions, anticipating risks, and propelling projects forward.

• Comfortable delving into implementation challenges and collaborating with technical teams.

• Confident in leading customer meetings, providing training, and conducting webinars.

• Detail-oriented regarding CRM data quality, documentation, and follow-up procedures.

• Proactive in spotting opportunities to enhance processes and the customer experience.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Comprehensive training and development programs.

• Collaborative team culture that encourages growth and learning.