Alloy seeks a Client Enablement Lead to build and run the customer enablement program for their AI-powered identity and fraud prevention platform. This role, reporting to the VP of Product Design, owns the strategy and execution of customer education across their financial services customer base. The leader will audit existing resources, build scalable new customer onboarding programs, create product release enablement workflows, and establish feedback loops between customers and product teams. The position requires building cross-functional partnerships with Support, Delivery, Technical Success, Product Marketing, and Product Operations to ensure customers achieve self-sufficiency and success throughout their lifecycle.
- •Audit current enablement resources and consolidate existing documentation, help articles, and training materials
- •Deliver scalable new customer enablement program with self-paced foundational to advanced content for key personas
- •Build product release enablement program mapping customer needs across pre-sales through go-live and ongoing use
- •Facilitate feedback loop collecting insights after releases and training sessions for Product and Design teams
- •Run hands-on customer training sessions and adapt them based on real-time feedback
- •Measure enablement outcomes such as ticket deflection, adoption, and time to value
- •7+ years in customer education, enablement, or training with experience building programs from the ground up
- •Experience enabling customers on technical, API-driven B2B SaaS products with ability to learn and teach complex workflows
- •Strong live facilitation skills and track record of running hands-on customer training sessions
- •Demonstrated ability to tie enablement to measurable outcomes like ticket deflection or adoption
- •Experience influencing Product, Support, Delivery, and Marketing partners without direct authority
- •Strong writing skills and judgment to determine whether customer problems need content, training, or product fixes
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