Full Job Description
Your Role:
Join the new Discovery Solutions Customer Success team as an Onboarding & Digital Experience Expert (Workflow). In this role, you will accelerate customer adoption of our digital self-service platforms by supporting onboarding journeys, enabling smooth account setup, and delivering scalable educational resources. This role strengthens customer confidence, reduces friction, and supports a seamless digital journey through process excellence, cross-functional alignment, and data-driven customer insights. You will:
• Support Customer Onboarding & Digital Enablement:
• Guide customers through onboarding-including account setup, digital activation, and early-journey support-to ensure a smooth and consistent experience.
• Act as liaison between customers and internal teams (Product Screening, CMMG, Sales) to resolve questions, streamline setup steps, and remove friction.
• Deploy onboarding/growth plays and monitor their effectiveness (activation lift, redemption, downstream behavior), recommending data-driven improvements.
• Help to create and maintain customer-facing digital onboarding content, including webinars, user guides, and step-by-step resources, as needed.
• Deliver internal enablement sessions to CS, TS, Sales, and other partners to strengthen onboarding consistency and digital tool readiness.
• Monitor Insights with a Continuous Improvement Mindset:
• Identify, recommend, and help implement process improvements that simplify customer onboarding workflows, reduce friction, improve operational efficiency, and enhance the overall customer experience.
• Monitor onboarding performance and customer adoption trends, using insights to inform recommendations and process enhancements.
• Assist in rollout and adoption of enhancements, while using data and VOC insights to identify improvement opportunities
Who You Are
Minimum Qualifications:
• Bachelor's degree (or higher) in Business, Marketing, Sciences, or a related field
• 2+ years in customer support, customer success, onboarding or eCommerce/digital support
Preferred Qualifications:
• Familiarity with SFDC, ERP, Org Admin, UNITE/EVO and support tools
• Project management, Lean Six Sigma, or other process efficiency experience
• Strong communication, facilitation, and analytical skills
• Experience in training or content development preferred
• Multiligual helpful, but not required
Pay Range for this position: $55,000 - $165,000
The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.
