Operational Onboarding Manager (CSS) - Belgium

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

• 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

You will thrive at Alan if you:

• 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! )

Alan exists to end the wait.

Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.

So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.

We are on an incredible journey to build a global leading company, with a unique culture. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.

Prevention as the new norm. That’s what we’re building with our team of 800+ people. If it speaks to you: we’re hiring across France, Spain, Belgium, and Canada. And beyond., At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:

• 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.
• Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
• Personal growth through coaching: At Alan, coaching isn’t just a perk - it’s core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan’s values to develop their full potential. Learn more about our coaching culture.
• Parental leave. Extended parental leave for all new parents, for permanent contracts only.