Client Enablement Lead

About the company: Alloy is an AI-powered identity and fraud prevention platform used by over 900 financial institutions and fintechs to accelerate onboarding, prevent fraud, and scale compliance. About the team: The role is within Alloy’s Technical Solutions team, focusing on customer enablement. Currently, enablement is inconsistent and spread across multiple repositories. The Client Enablement Lead will own customer enablement across Alloy, building and running the enablement program, capturing knowledge, packaging it for the right audience, running hands-on training sessions, and measuring effectiveness. Responsibilities: — Audit current enablement resources including API docs, help articles, learning center, in-product help, and delivery guides. — Work with cross-functional teams to create missing documentation and "Customer 101" program materials. — Deliver the Alloy New Customer Enablement Program focusing on scalable training for new customers, structured for self-paced learning and targeted user personas. — Build the Product Release Enablement Program to map client needs for new features from pre-sales through ongoing use. — Facilitate a feedback loop by collecting feedback after releases and training, providing shared insights to Product, Design, and Delivery teams to address enablement gaps. — Collaborate cross-functionally with Support, Delivery, Technical Success, Product Marketing, and Product Operations teams. Milestones: — 30 days: Onboarding, product learning, resource audit, gap analysis, start filling documentation gaps. — 60 days: Beta enablement package for client feedback. — 90 days: Deployment of enablement funnel for core segments and measurable increase in AI support ticket resolution. — 6 months: Production-ready enablement package rolled out, solidified feedback loop, operational product release enablement funnel, measurable improvements in self-service and support ticket reduction. Requirements: — 7+ years in customer education, enablement, or training, including building enablement programs. — Experience with technical, API-driven B2B SaaS products. — Strong live facilitation skills and experience running hands-on training sessions. — Proven ability to tie enablement to measurable outcomes like ticket deflection and adoption. — Experience influencing cross-functional teams without direct authority. — Good judgment to determine when issues require content, training, or product fixes. 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 within Product or Design organizations. Compensation and benefits: — Salary range $180,000 to $220,000 per year. — Eligible for equity awards (stock options). — Unlimited PTO and flexible work policy. — Medical, dental, vision plans with HSA and FSA options. — 401k with 100% match up to 4% of annual compensation. — Paid parental leave. — Home office stipend. — Annual learning and development stipend. — Well-being benefits including access to ClassPass, OneMedical, UrbanSitter, and Spring Health. Work environment: — Hybrid work environment with local employees onsite three days a week at HQ in Union Square, Manhattan. — Remote candidates in the US are also eligible. How to apply: Apply via the link: https://weworkremotely.com/remote-jobs/alloy-client-enablement-lead Equal opportunity employer committed to inclusive hiring and accommodations for applicants with disabilities.