Onboarding & Digital Experience Expert (Workflow)

About the 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.

Responsibilities

• 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.

Requirements

• 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.

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.
• Multilingual helpful, but not required.

Pay

Pay range for this position: $55,000 - $165,000. 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

• Health insurance.
• Paid time off (PTO).
• Retirement contributions.
• Other perquisites.

More information on benefits.