Client Enablement Lead

Headquarters: New York City, Remote

Alloy is where you belong!

Alloy is the AI-powered identity and fraud prevention platform that accelerates onboarding, stops fraud, and scales compliance across the customer lifecycle so financial organizations can grow without limits. More than 900 of the world's leading financial institutions and fintechs trust Alloy for smarter risk management that drives growth.

Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces , Forbes America’s Best Startup Employers , Best Fintech to Work for by American Banker , year after year.

Check out our investors and read more about us here .

About the team

Alloy’s platform is complex and managed with high-touch support from Alloy’s Technical Solutions team. Customers that would like to ‘self-serve’ often struggle to build a clear mental model of how Alloy works and why, falling back to Alloy’s support teams to complete even simple tasks. Today, enablement is spread across multiple repositories and handled one-to-one by delivery teams, with inconsistent results. Only a handful of sophisticated and adventurous clients currently achieve a moderate amount of self-sufficiency.

This leader owns customer enablement across Alloy. This is not a technical writing role. It is a role that builds and runs the program behind enablement: capturing knowledge continuously, packaging it for the right audience at the right moment, running hands-on customer training sessions, and measuring what works.

The Customer Enablement Lead will report to the VP of Product Design. From within the Product team they will help fill gaps and challenging areas of the product while creating a powerful feedback loop between customers and designers to decrease those gaps and challenges over time. The Enablement Lead will form strong cross-functional connections with the Support, Delivery, Technical Success, Product Marketing, and Product Operations teams to ensure customers have a seamless and supported experience as they go live and as we release new features.

Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week. This role is open to both local and remote candidates in the US.

What you'll own

The initial scope of work for this role will include:

Close Critical Gaps

Audit the current state. Evaluate and consolidate existing resources (API docs, help articles, the learning center, in-product help, and delivery-built guides). Work with cross-functional partners to create any missing documentation and “Customer 101” program material.

Outcome : Our AI support bot can answer essentially any customer question. Our delivery teams can pull together the content they need to run tailored training sessions with their customers.

Deliver the Alloy New Customer Enablement Program

Focus on new Alloy customers and deliver scalable, deployable training and content for repeatable implementations. Structure material so clients can self-pace from foundational to advanced. Target key user personas so they learn the features critical to their respective day-to-day.

Outcome : Clients understand and use what they bought, and are aware of what else Alloy offers. Additionally they know where to look for additional guidance via documentation, AI support chat, and other escalation channels.

Build the Product Release Enablement Program

When Alloy builds a material new feature or capability, map what each client segment and persona needs to know, when, and why, from pre-sales through go-live and ongoing use, and make it part of how products are sold, launched, and delivered.

Outcome : a shared view of our friction points and what areas currently drag the most on our bottom line.

Facilitate the Feedback Loop

Collect feedback after every release, rollout, and training. Give Product, Design, and Delivery a shared view of where clients get stuck, and drive alignment on whether each gap is best solved by product, technical solutions, or enablement, including interim fixes.

Outcome : Product, Design, and Delivery share one view of enablement gaps and who owns them. The design team gets critical insight continuously, addressing customer confusion directly in the product, helping reduce the surface area for documentation over time.

Milestones

30 Days

Onboarding into Alloy, learning the product yourself, existing resource audit, gap analysis, start filling documentation gaps with SME and tooling support, and deliver a consolidation plan.

60 Days

Initial enablement ‘package’ in beta for first client feedback via early hands-on training sessions.

90 days

Initial enablement funnel for core segments deployed and documentation gap filling has demonstrated a measurable increase in AI support ticket resolution. Iteration on the enablement package incorporating early feedback.

Six Months

Enablement package is ‘production ready’ and universally rolled out (client-facing teams are ready to deliver training using the material). Feedback loop with product and design solidified. The product release enablement funnel is operational as part of new feature releases. Seeing measurable improvements in some areas of self-service and legacy support ticket theme avoidance.

Who we’re looking for

Must-haves:

• 7+ years in customer education, enablement, or training, including building a customer enablement program from the ground up.

• Experience enabling customers on a technical, API-driven B2B SaaS product, with the depth to learn complex workflows and teach them clearly.

• Strong live facilitation. You've run hands-on training sessions with customers and adapted them in the room.…

Source: We Work Remotely (https://weworkremotely.com/remote-jobs/alloy-client-enablement-lead)