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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Customer Enablement Lead - **Company:** All The Platforms, LLC - **Location:** New York, NY, United States (Remote available) - **Experience:** Expert - **Salary:** $180,000.0 - $220,000.0 - **Contract:** Contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Learning Management Systems, Issue Tracking Systems, Short Message Service, Chatbots, Api Design - **Published:** October 12, 2026 - **Apply:** https://www.careerbuilder.com/job-details/client-enablement-lead-new-york-ny--73bebb95-7ff7-4bf9-9ef7-47903895c60d ## About the Role 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 the depth to learn complex workflows and teach them clearly. * Strong live facilitation. You''ve run hands-on training sessions with customers and adapted them in the room. * A 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. * The judgment to tell when a customer problem needs content, a training, or a product fix, and the 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., API Documentation, Application Programming Interface (API), Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Bank Management, Business-to-Business (B2B), Compensation and Benefits, Conversation Engine, Cross-Functional, Customer Relations, Customer Training, Customer/Client Research, Dental Insurance, Direct Marketing, Documentation, Event Management, Flexible Spending Accounts, Gap Analysis, Geography, Knowledge Base, Machine Tool, Onboarding, Pre-Sales, Product Design, Product Development, Product Marketing, Product Programs, Product Support, Product/Service Launch, Resolve Customer Issues, Restaurant, Risk Management, Sales, Short Messaging Service (SMS), Software as a Service (SaaS), Startup, Support Documentation, Technical Writing, Training/Teaching, Vision Plan, Work From Home, Writing Skills ## Description 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. What you''ll own The initial scope of work for this role will include: Close Critical Gaps 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. Deliver the Alloy New Customer Enablement Program 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. Build the Product Release Enablement Program 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. Facilitate the Feedback Loop 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. Milestones 30 Days 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. 60 Days Initial enablement 'package' in beta for first client feedback via early hands-on training sessions. 90 days 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. Six Months 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.