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Salary: USD 180,000 - 220,000 / annual
Alloy is an AI-powered identity and fraud prevention platform serving over 900 financial institutions and fintechs. The company is seeking a Client Enablement Lead to build and run a comprehensive customer enablement program from the ground up.
This is not a technical writing role—it is a strategic program leadership position that owns the entire enablement function. You will report to the VP of Product Design and work cross-functionally with Support, Delivery, Technical Success, Product Marketing, and Product Operations teams.
Key responsibilities include:
**Close Critical Gaps**: Audit current enablement resources (API docs, help articles, learning center, in-product help, delivery guides). Consolidate and create missing documentation and foundational training material. Goal: enable the AI support bot to answer most customer questions and empower delivery teams to run tailored training sessions.
**Deliver New Customer Enablement Program**: Design scalable, repeatable training and content for new Alloy customers. Structure material for self-paced learning from foundational to advanced levels, targeting key user personas. Ensure clients understand what they purchased, discover additional capabilities, and know where to find ongoing guidance.
**Build Product Release Enablement Program**: Map what each customer segment and persona needs to know about new features—from pre-sales through go-live and ongoing use. Integrate enablement into how products are sold, launched, and delivered.
**Facilitate Feedback Loop**: Collect feedback after releases, rollouts, and training sessions. Provide Product, Design, and Delivery with a shared view of where customers get stuck. Drive alignment on whether gaps are best solved by product improvements, technical solutions, or enablement content.
The role includes clear 30/60/90-day and six-month milestones, starting with product learning and resource audit, progressing to beta enablement packages, then full production rollout with measurable improvements in self-service adoption and support ticket deflection.
Alloy operates a hybrid model with local employees expected onsite Tuesdays–Thursdays at Union Square headquarters in Manhattan. This role is open to both local and remote US candidates.
**Requirements:**
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 depth to learn complex workflows and teach them clearly
- Strong live facilitation skills; proven track record running hands-on training sessions with customers and adapting them in real time
- 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 whether a customer problem needs content, training, or a product fix; strong 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
About Alloy
Fintech; Legal / Compliance / Risk — identity decisioning and fraud prevention for financial services.
