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 p