alan - 🇧🇪 Operational Onboarding Manager (CSS) - Belgium
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• Demonstrate strong ownership and autonomy on their missions • Demonstrate growth mindset, challenges positively, learn fast • Demonstrate strong client-facing posture and communicate effectively both internally and with admins. At ease to train small group of several people/go onsite to meet our members • Able to embrace change, have collaborative mindset • Good listening skills, empathy and pedagogic skills. • At ease with complex conversation and/or admin conversations. • Excellent and structured written & oral communication skills in both Dutch and English ❗️ • Excellent problem-solving skills.: able to structure a problem, identify relevant solutions • Great organization skills / Time management skills: is comfortable facing several competing priorities autonomously • Customer-Facing Experience: Previous experience in BtoB customer-facing roles, such as Customer Success, teaching, or communication. • Autonomous, driven, can organize themselves well (comfortable in our fast-paced environment), missionary • At ease with complex / new topics (experience in complex environments, strong studies…) • Exceptional profiles with sales-facing roles experience (e.g. Account executive, Sales) are also part of the scope • ⭐ JOIN THE CARE TEAM AS ONBOARDING MANAGER! ⭐️
Responsibilities
• Train and onboard admins on Alan's product, workflows, and best practices (remote and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more • Own admin support end-to-end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolution • Manage complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathy • Anticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins • Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews) • Contribute to team priorities depending on the period: process/tooling projects, knowledge sharing, and occasionally hiring-related work • Report on operations at the company level to ensure visibility on opportunities derived from admin insights • Collaborate closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements • Have a genuine passion for helping others and find joy in solving member challenges • Master Dutch and English at a full working proficiency level (written and spoken) • Navigate technology with confidence and embrace digital tools • Feel at ease connecting with members across all channels - email, visio call, and phone calls • Bring natural empathy and a calm presence to every interaction • Love taking initiative and turning ideas into action • Thrive in collaborative environments where you can both learn and share knowledge • Bonus: Already understand the Belgian healthcare system (but don't worry if you don't - we're great teachers! 😉) • For this opportunity, we are aiming to hire full time and within the B0-C0 level range https://alan.com/en/careers/a/salary-equity • Insurance is a regulated profession and requires all agents in contact with the public to pass a basic insurance knowledge test within their first year of exercise (some exemptions apply). This exam is covered by Alan ; reach out to us to know more!
Benefits
• Fair rewards. Generous equity packages complement your base salary, for permanent contracts only. • Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest. • All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones. • Flexible vacation policy and flexible working hours. Organize your time as you wish. • Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent contracts only). • Transport. Country-specific commuter benefits.
No credit card. Takes 10 seconds.