Client Enablement Lead
About The Position
Alloy is seeking a Client Enablement Lead to own customer enablement across the company. This role is responsible for building and running the program behind enablement, including capturing knowledge, packaging it for the right audience, running customer training sessions, and measuring effectiveness. The Lead will report to the VP of Product Design and work within the Product team to fill product gaps and create a feedback loop between customers and designers. Strong cross-functional connections with Support, Delivery, Technical Success, Product Marketing, and Product Operations teams are essential to ensure a seamless customer experience. Alloy operates in a hybrid-work environment, with local employees expected onsite three days a week. This role is open to both local and remote candidates in the US.
Requirements
- 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 skills; experience running hands-on training sessions with customers and adapting 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.
- Judgment to determine 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.
Responsibilities
- Audit the current state of enablement resources (API docs, help articles, learning center, in-product help, delivery-built guides) and consolidate existing resources.
- Work with cross-functional partners to create any missing documentation and "Customer 101" program material.
- Deliver a scalable and deployable training and content program for repeatable implementations for new Alloy customers, allowing clients to self-pace from foundational to advanced.
- Target key user personas to ensure they learn features critical to their day-to-day.
- Map what each client segment and persona needs to know about new features or capabilities, when, and why, from pre-sales through go-live and ongoing use.
- Make product release enablement part of how products are sold, launched, and delivered.
- Collect feedback after every release, rollout, and training.
- Give Product, Design, and Delivery a shared view of where clients get stuck.
- Drive alignment on whether each gap is best solved by product, technical solutions, or enablement, including interim fixes.
Benefits
- 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
- 16 weeks of paid parental leave for eligible new parents
- Home office stipend for new employees
- Annual Learning & Development annual stipend
- Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
