Client Enablement Lead

<h2>Alloy is where you belong!</h2> <p>Alloy is the AI-powered identity and fraud prevention platform that accelerates onboarding, stops fraud, and scales compliance across the customer lifecycle so financial organizations can grow without limits. More than 900 of the world's leading financial institutions and fintechs trust Alloy for smarter risk management that drives growth.<br><br>Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of <a href="https://www.inc.com/profile/alloy_ny" target="_blank">Inc. Magazine’s Best Workplaces</a>, <a href="https://www.forbes.com/companies/alloy/?list=americas-best-startup-employers&sh=55c076453c61" target="_blank">Forbes America’s Best Startup Employers</a>, <a href="https://www.americanbanker.com/list/best-places-to-work-in-fintech-2022" target="_blank">Best Fintech to Work for by American Banker</a>, year after year.<br><br>Check out our investors and read more about us <a href="https://www.alloy.com/about" target="_blank">here</a>.</p> <h2>About the team</h2> <p>Alloy's platform is only as powerful as a client's ability to use it. As our Client Enablement Lead, you'll report into our VP of Product and own the end-to-end experience of how clients and partners (and the internal teams who support them) learn, understand, and get the most out of Alloy's platform. This isn't a pure documentation or technical writing role. You'll be the connective tissue between product, technical solutions, sales, and our clients and partners– building a documentation and training ecosystem that proactively answers questions before they're asked, reduces friction in onboarding, and enables clients to self-serve confidently. You'll have strong opinions about what good looks like and the drive to make it happen across the organization. </p> <p>Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week.</p> <h2><strong>What you'll be doing</strong></h2> <p><strong>Client-Facing Enablement</strong></p> <ul> <li>Own Alloy's external knowledge base strategy: ensuring docs, tutorials, videos, and trainings are accurate, logical, and surfaced in the right places (website, developer portal, in-product) for the right personas (policy builders, engineers integrating via API, compliance leads, etc.)</li> <li>Collaborate with our Technical Solutions team to design and deliver client training programs and onboarding materials that reduce time-to-value and drive client self-sufficiency</li> <li>Design the process by which Alloy can continuously audit and improve materials based on support tickets, client feedback, and product changes; ensure we proactively find and fix the gaps before clients do</li> </ul> <p><strong>Internal Enablement</strong></p> <ul> <li>Build and maintain onboarding and training resources for internal teams: Technical Solutions (TS), Sales, and Product</li> <li>Partner with TS to ensure internal knowledge bases and runbooks are up-to-date, enabling faster client support resolution</li> <li>Act as the connective tissue across teams: identifying when a recurring client question signals a documentation gap, a product issue, or a training need, and routing to the right owners to resolve it</li> </ul> <p><strong>Strategy & Execution</strong></p> <ul> <li>Define and enforce documentation standards, information architecture, and content lifecycle processes</li> <li>Leverage AI writing and documentation tools to sca