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.
Job Overview
Ensuring a smooth onboarding journey to key accounts and providing 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 continues expanding Enterprise and Public sector partnerships.
Scaling the role’s process and support. We will need to design new guidelines and processes as we move forward, to scale this customized approach to onboarding!
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.
* Contribute to team priorities: 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.
Qualifications
Soft Skills:
* Demonstrate strong ownership and autonomy on their missions.
* Demonstrate a growth mindset, challenge positively, and learn fast.
* Strong client‑facing posture and effective communication internally and with admins; comfortable training a small group and visiting on site.
* Embrace change with a collaborative mindset.
* Good listening skills, empathy, and pedagogic skills.
* Comfortable with complex or administrative conversations.
Hard Skills:
* Excellent and structured written & oral communication skills in both Dutch and English.
* Excellent problem‑solving skills: structure a problem and identify solutions.
* Great organization & time‑management skills: comfortable handling competing priorities autonomously.
Experience:
* Customer‑Facing Experience: Previous experience in B2B customer‑facing roles, such as Customer Success, teaching, or communication.
* Autonomous, driven, organized in a fast‑paced environment, missionary.
* Comfortable with complex/new topics (experience in complex environments).
* Exceptional profiles with sales‑facing roles experience (e.g. Account Executive, Sales) are also part of the scope.
Benefits
* Fair rewards: generous equity packages complement your base salary for permanent contracts.
* Flexible office: amazing office space at HQ, sponsored co‑working hubs, or a full‑remote experience with home office equipment sponsorship.
* All the tools you need: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones.
* Flexible vacation policy and flexible working hours.
* Delightful healthcare insurance – 100% for you and your children, 90‑100% for partners depending on country (permanent contracts only).
* Transport: country‑specific commuter benefits.
* Learning & training opportunities: free books and budget to attend conferences if the opportunity arises.
* Personal growth through coaching: every Alaner is paired with a dedicated coach from day one to maximize impact and develop potential.
* Parental leave: extended leave for all new parents (permanent contracts only).
Equal Opportunity
Everyone, no matter how underrepresented, should feel free to apply. Our company is an equal opportunity employer. If you identify yourself as a woman: you may apply.
We’ll be thrilled to receive your application.
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