Alloy
Headquarters: New York City, Remote
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.
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 Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year.
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Alloy’s platform is complex and managed with high-touch support from Alloy’s Technical Solutions team. Customers that would like to ‘self-serve’ often struggle to build a clear mental model of how Alloy works and why, falling back to Alloy’s support teams to complete even simple tasks. Today, enablement is spread across multiple repositories and handled one-to-one by delivery teams, with inconsistent results. Only a handful of sophisticated and adventurous clients currently achieve a moderate amount of self-sufficiency.
This leader owns customer enablement across Alloy. This is not a technical writing role. It is a role that builds and runs the program behind enablement: capturing knowledge continuously, packaging it for the right audience at the right moment, running hands-on customer training sessions, and measuring what works.
The Customer Enablement Lead will report to the VP of Product Design. From within the Product team they will help fill gaps and challenging areas of the product while creating a powerful feedback loop between customers and designers to decrease those gaps and challenges over time. The Enablement Lead will form strong cross-functional connections with the Support, Delivery, Technical Success, Product Marketing, and Product Operations teams to ensure customers have a seamless and supported experience as they go live and as we release new features.
Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week. This role is open to both local and remote candidates in the US.
The initial scope of work for this role will include:
Audit the current state. Evaluate and consolidate existing resources (API docs, help articles, the learning center, in-product help, and delivery-built guides). Work with cross-functional partners to create any missing documentation and “Customer 101” program material.
Outcome: Our AI support bot can answer essentially any customer question. Our delivery teams can pull together the content they need to run tailored training sessions with their customers.
Focus on new Alloy customers and deliver scalable, deployable training and content for repeatable implementations. Structure material so clients can self-pace from foundational to advanced. Target key user personas so they learn the features critical to their respective day-to-day.
Outcome: Clients understand and use what they bought, and are aware of what else Alloy offers. Additionally they know where to look for additional guidance via documentation, AI support chat, and other escalation channels.
When Alloy builds a material new feature or capability, map what each client segment and persona needs to know, when, and why, from pre-sales through go-live and ongoing use, and make it part of how products are sold, launched, and delivered.
Outcome: a shared view of our friction points and what areas currently drag the most on our bottom line.
Collect feedback after every release, rollout, and training. Give Product, Design, and Delivery a shared view of where clients get stuck, and drive alignment on whether each gap is best solved by product, technical solutions, or enablement, including interim fixes.
Outcome: Product, Design, and Delivery share one view of enablement gaps and who owns them. The design team gets critical insight continuously, addressing customer confusion directly in the product, helping reduce the surface area for documentation over time.
Onboarding into Alloy, learning the product yourself, existing resource audit, gap analysis, start filling documentation gaps with SME and tooling support, and deliver a consolidation plan.
Initial enablement ‘package’ in beta for first client feedback via early hands-on training sessions.
Initial enablement funnel for core segments deployed and documentation gap filling has demonstrated a measurable increase in AI support ticket resolution. Iteration on the enablement package incorporating early feedback.
Enablement package is ‘production ready’ and universally rolled out (client-facing teams are ready to deliver training using the material). Feedback loop with product and design solidified. The product release enablement funnel is operational as part of new feature releases. Seeing measurable improvements in some areas of self-service and legacy support ticket theme avoidance.
Must-haves:
Nice-to-haves:
Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and/or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically!
This position has a salary range of $180,000 to $220,000.
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Alloy is proud to be an equal-opportunity workplace and employer. We’re 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. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.
All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with an alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you’re ever unsure, please contact us directly via our website before sharing personal information.
To apply: https://weworkremotely.com/remote-jobs/alloy-client-enablement-lead
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