Work Location:

Burlington, Massachusetts Shift:

No Department:

LS-DS-DSO

Onboarding & Digital Engagement Recruiter:

Rondi Littlejohn This information is for internals only. Please do not share outside of the organization.

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 The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.