Client Enablement Lead

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. • A track record of tying enablement to measurable outcomes such as ticket deflection, adoption, or time to value. • Experience influencing Product, Support, Delivery, and Marketing partners without direct authority. • The judgment to tell when a customer problem needs content, a training, or a product fix, and the writing skills to make the case. Nice-to-haves: • Background in fintech, identity verification, fraud, or compliance. • Experience structuring knowledge bases for AI support agents or chatbots. • Hands-on experience with LMS, documentation, or in-product guidance tools. • Experience working inside a Product or Design organization. Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and/or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically! This position has a salary range of $180,000 to $220,000. Benefits and Perks • Unlimited PTO and flexible work policy • Employee stock options • Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options • 401k with 100% match up to 4% of annual employee compensation • Eligible new parents receive 16 weeks of paid parental leave • Home office stipend for new employees • Annual Learning & Development annual stipend • Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health • Hybrid work environment: Local employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Friday most employees Zoom into work from home while some take advantage of the quieter office. How to apply Apply right here! You've found the application! Alloy is proud to be an equal-opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter. All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with an alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you’re ever unsure, please contact us directly via our website before sharing personal information.