About the role
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.
The Senior Customer Onboarding Specialist builds knowledge of the Didomi product suite and of customer privacy needs, keeps customer data up to date in Planhat, and relays customer feedback to the relevant internal teams.
Key Activities
- 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 is 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)
Autonomy and Decision-making
- Works under supervision and within defined onboarding playbooks and internal rules
- Follows the standard onboarding process and prioritizes daily actions with guidance
- Escalates technical complexity, blocked projects, and ghost-customer risks to the Onboarding unit manager,Product team or the Support team.
- Validates any workaround, exception, or on-hold decision with the Onboarding unit manager.
Working Relationships
- Internal: Onboarding unit, Sales, Pre-Sales, CSM, Support, Product, Finance.
- External: Customers (platform users and operational contacts), agencies, partners.
Required Skills and Competencies
- 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
Recruitment Process
- HR Screen (15 minutes)
- Hiring Manager Interview (30 minutes)
- Case Study Presentation (1h)
- Founder Interview