Onboarding Implementation Consultant (f/m/d)
IDnow is a leader in digital identity and fraud prevention in Europe with a mission to transform trust into the most powerful asset in the digital world, empowering enterprises with AI\-driven, SaaS\-based identity solutions that deliver scalable security, adaptive compliance, and real\-time fraud prevention.Through its broad portfolio of digital identity and fraud prevention solutions, IDnow establishes, maintains and enriches trust throughout the customer journey, ensuring businesses can confidently and securely operate while leveraging digital identity to drive growth, security and scalability.
The company has offices in Germany, United Kingdom, Romania and France, and is backed by renowned institutional investors, including Corsair Capital and Seventure Partners. Its portfolio of international clients spans a wide range of end markets including financial services, telecommunications, travel \& mobility, gaming, and other industries.
This position can be based in Berlin or Munich, Germany.
As an Onboarding Consultant, you will be responsible for ensuring new customers and existing customers enabling new IDnow products are correctly deployed in the most time\-efficient manner possible, utilising as much of IDnow's products and services as is relevant to their context.
You are the customer's primary point of contact from kickoff through hypercare. Your mandate is to implement what the customer bought, to the highest standard, and to hand off a stable, value\-delivering deployment to the Customer Success Manager.
Key Responsibilities
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Handover \& Kickoff
- Fully absorb the SE handover (solution documents, technical specs, regulatory context, stakeholder mapping) and surface the customer's real pain points and compliance requirements before implementation begins.
- Lead the project kickoff — establishing governance, roles, and communication cadence, and aligning all stakeholders on a clear, time\-bound delivery roadmap covering scope, milestones, and acceptance criteria.
- Own the Go Live date from day one — set it at kickoff, drive every stakeholder to meet it. It is a commitment, not a target.
Technical Implementation \& Delivery
- Operate as the lead point of contact and accountable delivery owner throughout the entire onboarding phase.
- Manage end\-to\-end technical implementation: REST API integration, Mobile SDK deployments (iOS, Android, React Native), identity flow configuration, and third\-party system connections.
- Develop and maintain a living integration map for each customer (architecture, data flows, authentication model, SDK/API usage patterns, third\-party dependencies) — handed over to the CSM at handoff.
- Proactively share IDnow integration best practices throughout implementation (API usage patterns, error handling, retry logic, webhook reliability, SDK standards, security) and challenge deviations from them.
- Act as the customer's trusted advisor — evangelise IDnow's technology in their specific context and explore the "art of the possible" beyond the initial scope.
Issue Management \& Internal Collaboration
- Act as the primary escalation point for all technical and product issues, communicating progress to the customer with full transparency and ensuring they always have a clear next step or workaround.
- Liaise with Product and Technical teams to resolve issues; report recurring blockers with structured, evidence\-based feedback.
- Escalate critical blockers to management with full context (customer impact, SLA risk, proposed resolution path).
- Ensure implementation strictly reflects contracted scope — flag any out\-of\-scope requests to the relevant Commercial or CSM owner.
Hypercare \& Stabilization
- Own the hypercare phase post\-go\-live, tracking KPIs: conversion rate, open issue volume, SLA compliance, and end\-user experience metrics.
- Hand off to CSM only when KPI stability is reached and agreed success criteria are met — maintaining a clear view of the gap between actual performance and contracted targets throughout.
Customer Relationship
- Build and maintain strong relationships with technical decision\-makers (data standards, programming, IT architecture, security) and articulate benefits at all stakeholder levels to drive buy\-in.
- Support the pre\-sale process including technical workshops, costed SoWs, and high\-level project plans.
- Prepare whitepapers, articles, and content to educate and engage potential and existing clients.
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- 3\+ years of experience as either a Technical Account Manager or a Technical Project Manager, in a SaaS environment.
- Always on the lookout for evolutions in legislation and regulations that are relevant to our customers and their markets.
- Understanding of security principles and data protection regulation.
- Ability to identify benefits that are relevant for all levels to improve the buy\-in of customers.
- Knowledge of web technologies, HTTP/HTTPS, REST API, JSON.
- Knowledge of mobile technologies: native Android and iOS, Cordova and React native, and SDKs.
- Practical experience with at least one programming language – ideally Python, Java, JavaScript, Swift/Objective\-C is a plus.
- Motivated to make a difference and passionate about process improvements.
- Autonomous in project management and client relationships.
- Ability to translate complex and/or technical information to different audiences.
- Strong prioritization and goal\-setting skills.
- Excellent written and oral communication skills, as well as presentation skills.
- Fluency in German and English required, other EU languages are highly valued.
- Knowledge of Cloud providers – AWS, Azure, Google Cloud.
- Familiarity with identity verification concepts, KYC/AML compliance frameworks, or regulated industry environments (banking, insurance, telco, healthcare).
- Exposure to eIDAS, EUDI Wallet, or qualified electronic signature (QES) frameworks.
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- Health \& Wellbeing: Use your full access to the mental health platform *nilo*, including 1on1 sessions.
- We value personal and professional development: make full use of *Udemy*, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
- We make your remote work comfy: we provide support on equipment and offer flexible working hours.
- We value collaboration \& love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work.
- May your family require your attention or other reasons apply: use the benefit of our paid special leave days.
- Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
- In addition to the perks \& benefits above, we offer specific benefits that differ between our locations.
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