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About the Role
Alloy is seeking a Customer Enablement Lead to build and run the program behind customer enablement. This role will focus on capturing knowledge, packaging it for the right audience, running training sessions, and measuring effectiveness. The lead will work within the Product team to fill product gaps and create a feedback loop between customers and designers, while collaborating with cross-functional teams to ensure a seamless customer experience.
Responsibilities
- Audit and consolidate existing enablement resources, including API docs, help articles, and learning center content.
- Create missing documentation and "Customer 101" program material.
- Deliver a scalable and deployable Alloy New Customer Enablement Program with self-paced training.
- Develop a Product Release Enablement Program to inform clients about new features and capabilities.
- Collect feedback on releases, rollouts, and training to identify customer friction points.
- Drive alignment on solutions for enablement gaps with Product, Design, and Delivery teams.
- Establish a continuous feedback loop between customers and designers to reduce product gaps.
- Facilitate hands-on training sessions with customers and adapt them as needed.
- Influence Product, Support, Delivery, and Marketing partners without direct authority.
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.
- Ability to learn complex workflows and teach them clearly.
- Strong live facilitation skills.
- Track record of tying enablement to measurable outcomes (e.g., ticket deflection, adoption, time to value).
- Experience influencing cross-functional partners without direct authority.
- Judgment to determine if a customer problem requires content, training, or a product fix.
- Writing skills to articulate enablement needs and solutions.
- Background in fintech, identity verification, fraud, or compliance (nice-to-have).
- Experience structuring knowledge bases for AI support agents or chatbots (nice-to-have).
- Hands-on experience with LMS, documentation, or in-product guidance tools (nice-to-have).
- Experience working within a Product or Design organization (nice-to-have).
Skills
- Customer Enablement
- Technical Writing
- Program Management
- Customer Training
- API Documentation
- SaaS Product Enablement
- Live Facilitation
- Cross-functional Collaboration
- Product Feedback Loops
- Knowledge Base Management
- AI Support Bot Structuring
- LMS Tools
- Documentation Tools
- In-product Guidance Tools
Location
- US
- Remote
- New York City, NY (Hybrid)
Work Type
- Hybrid
- Remote
Experience Level
- 7+ years
Salary/Compensations
- $180,000 to $220,000
Benefits
- Unlimited PTO
- Flexible work policy
- Employee stock options
- Medical, dental, vision plans with HSA and FSA options
- 401k with 100% match up to 4%
- 16 weeks of paid parental leave
- Home office stipend
- Annual Learning & Development stipend
- Well-being benefits (ClassPass, OneMedical, UrbanSitter, Spring Health)
- Catered lunches
- Employee-organized cultural events
About the Company
- Alloy is an AI-powered identity and fraud prevention platform used by financial institutions and fintechs.
- Alloy helps accelerate onboarding, stop fraud, and scale compliance across the customer lifecycle.
- Over 900 leading financial institutions and fintechs trust Alloy for risk management.
- Company values: Be Bold, Go Fast, Collaborate, Celebrate Our Differences.
- Recognized as one of Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, and Best Fintech to Work for by American Banker.
Equal Opportunity
- Alloy is committed to fair and equitable compensation practices.
- Alloy is proud to be an equal-opportunity workplace and employer.
- 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.
- Encourages applicants to share needed accommodations with their recruiter.
- Provides reasonable accommodations to applicants with visible and invisible disabilities.
- Communications during the recruitment process will come directly from a recruiting team member with an alloy.com email address.
- Does not use outside applications or automated text messaging in the recruiting process.
- Does not ask for sensitive financial or identification information during the recruiting process.