Operations Client Enablement Lead (PETS Operations)

About the Role You will own the end-to-end client and partner enablement experience for Alloy's platform, guiding how customers learn, implement, and realize value. You’ll bridge product, technical solutions, sales, and customers to build a documentation and training ecosystem that reduces onboarding friction and enables self-serve success. What You'll Do

• Client-Facing Enablement: Own Alloy's external knowledge base strategy, ensuring docs, tutorials, videos, and trainings are accurate and surfaced for the right personas (policy builders, engineers integrating via API, compliance leads, etc.).
• Collaborate with Technical Solutions to design and deliver client training programs and onboarding materials that reduce time-to-value and drive self-sufficiency.
• Design processes to audit and improve materials based on support tickets, client feedback, and product changes; proactively fix gaps before clients encounter them.
• Internal Enablement: Build onboarding and training resources for internal teams (Technical Solutions, Sales, Product).
• Partner with TS to keep internal knowledge bases and runbooks up-to-date for faster client support resolution.
• Act as connective tissue across teams: identify recurring client questions signaling a doc gap, product issue, or training need, and route to the right owners.
• Strategy & Execution: Define and enforce documentation standards, information architecture, and content lifecycle.
• Leverage AI writing and documentation tools to scale high-quality content.
• Drive cross-functional alignment on documentation priorities to improve onboarding and self-serve experiences.
• Measure impact with metrics like self-serve resolution rates, onboarding completion, and CSAT. What We're Looking For
• 4–7 years of experience in client enablement, documentation, technical content strategy, customer education, or a closely related field.
• Proven track record of owning documentation end-to-end — not just writing content, but shaping structure, strategy, and how content is surfaced and maintained.
• Experience spanning client-facing and internal enablement; comfortable designing for multiple personas with different levels of technical depth.
• Strong communicator and collaborator — comfortable in stakeholder meetings or client trainings as well as writing.
• Organized, proactive problem-solver who connects the dots across teams and doesn’t wait for a spec.
• Hands-on experience with AI writing tools and modern documentation platforms (Notion, Readme, Confluence, Guru, or similar).
• Ability to explain complex technical concepts to non-technical audiences without losing accuracy.
• Experience working alongside product, design, and engineering teams. Nice to Have
• Experience in fintech, identity verification, compliance, or API-driven B2B SaaS.
• Familiarity with developer-facing documentation (API references, integration guides, SDKs). Compensation & Benefits
• Salary range: $141,000–$162,000 per year.
• Benefits: Unlimited PTO and flexible work policy; Employee stock options; Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options; 401k with 100% match up to 4%.