🇧🇪 Operational Onboarding Manager (CSS) - Belgium

You. Better. With Alan. Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all. Our mission: Help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment. By connecting all aspects of care (private, public, and direct to consumer) we create the most member-centric healthcare experience, reducing claims costs while generating new monetization opportunities. We partner with tens of thousands of companies across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦, serving over a million members. How we work: our Leadership Principles Mission is the Boss — We think long-term and are methodical optimists who take risks, seeking our mission's success above all else. Distributed Ownership — Accountable enlightened despots: everyone owns their decisions and results. Radical Transparency — All information is accessible and written-first, so everyone can make the best decisions asynchronously. Always Growing — Direct, positive, and caring feedback, combined with self-growth ownership. 🚀 The Challenge 🚀 Ensuring a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan. The operational onboarding manager is accountable for operational excellence and long-term satisfaction of our most strategic accounts . They play a critical role as Alan continue expanding Enterprise and Public sector partnerships. Scaling the role's process and support. We will need to design new guidelines & processes as we move forward, to scale this customized approach to onboarding! 👩‍💻 Helping Our Admins Your primary mission is to ensure operational excellence and an outstanding admin experience across a portfolio of key accounts (5 to 10 accounts per onboarding manager). You'll be the go-to expert for complex admin topics such as affiliations, payroll management, invoicing, and billing—delivering meaningful, proactive, and delightful support while building deep expertise along the way. You will: 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 👷 Building the role in Belgium All onboarding managers actively contribute to improving Alan beyond their day-to-day support work. You'll help shape the function itself—designing processes, playbooks, and ways of working that will scale as we grow. You will: 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 🔍 Profile & skills Soft Skills: 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. Hard Skills: 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 Experience: 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…) [Opportunistic] 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! ⭐️ You will thrive at Alan if you: Have a genuine passion for helpin