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.
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.
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
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
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! 😉)
Good to know:
For this opportunity, we are aiming to hire full time and within the B0-C0 level range
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!
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, sponsore
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