Didomi helps organizations implement great Privacy User Experiences that respect choices and give people control over their data.

Our Global Privacy UX Solutions are designed to solve today's data privacy challenges, such as multi-regulation consent management, privacy governance, and the need to provide self-service user privacy journeys, supercharged by flexible integrations, high-grade security standards, and premium support services.

Thousands of companies work with Didomi to collect billions of consent and preference data points, monitor vendor and tracker activity, reduce compliance risk, and engage their users with highly personalized, privacy-first experiences that build trust and loyalty.

We are currently looking for a Customer Care Manager to work under a fixed-term contract to temporarily replace our current team member who will be on maternity leave. Possible start date : September/October 2024.

Customer education is a strategic business function of onboarding, engaging, and retaining new and existing customers to achieve maximum value.

As Customer Care Manager, you will play a vital role as the first point of contact and the solution provider of our customers. You will be our ambassador!

Your responsibilities

-Train our customers to make them product experts both in terms of compliance and platform usage in order to maximize their adoption of the product

-Interact with customers and understand their needs in order to optimize their use of our solutions

-Troubleshoot issues reported by customers by suggesting workaround and intelligent solutions to fit with our customers’ needs

-Work with the Account Management Team and provide them with all the necessary information for the follow-up

-Work with our Account Executives to manage client expectations and ensure that you have all necessary information for a smooth transition

-Simultaneously manage the onboarding process for a portfolio of new customers

-Onboard and help our customers to deploy and implement our solutions for the first time through demo and call sessions

-Improve the quality and the time of the onboarding process to improve the Time to First Value

-Answer in a reactive and efficient manner level 1 incoming requests by chat and/or mail (information and resolution)

-Escalate customers’ issues when necessary (to the L2 support or management)

-Contribute to the continuous improvement of the team’s procedures : automatic emails, on-demand video training…

-Represent customers internally by communicating their feedback to our Product team especially

-Create and/or update internal and external documentation (user guide, FAQ, videos tutorials, webinars…) with our Content team

Your profile

Recruitment process