Client Enablement Lead
About The Position
Alloy is seeking a Client Enablement Lead to own customer enablement across the company. This role is part of the Product team and will focus on building and running the program behind enablement, including capturing knowledge, packaging it for the right audience, running training sessions, and measuring effectiveness. The Enablement Lead will collaborate with Support, Delivery, Technical Success, Product Marketing, and Product Operations teams 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 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 customer enablement resources and evaluate/consolidate existing documentation (API docs, help articles, learning center, in-product help, delivery-built guides).
- Work with cross-functional partners to create missing documentation and "Customer 101" program material.
- Deliver a scalable and deployable New Customer Enablement Program with self-paced material for foundational to advanced learning, targeting key user personas.
- Build the Product Release Enablement Program to map client segment and persona needs for new features, from pre-sales through ongoing use.
- Facilitate a feedback loop by collecting feedback after releases, rollouts, and training, and provide Product, Design, and Delivery with a shared view of customer friction points.
- Drive alignment on whether customer gaps are best solved by product, technical solutions, or enablement.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
