Onboarding Manager – Key Accounts at Alan.
We are 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.
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.
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.
Core Challenge
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.
Responsibilities
* Train and onboard admins on Alan's product, workflows, and best practices (remote and occasionally onsite). Administration topics include 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.
* Design new guidelines and processes to scale the customized onboarding approach.
* 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.
Soft Skills
* Strong ownership and autonomy on missions.
* Growth mindset; embraces challenges, learns quickly.
* Strong client‑facing posture and communication skills, both internally and with admins.
* Team‑player, collaborative mindset, and comfortable with change.
* Good listening skills, empathy, and pedagogic abilities.
* Comfortable with complex conversations and admin matters.
Hard Skills
* Excellent and structured written & oral communication skills in Dutch and English.
* Excellent problem‑solving skills: ability to structure a problem and identify relevant solutions.
* Great organization and time‑management skills; comfortable handling multiple competing priorities autonomously.
Experience
* Previos customer‑facing experience in BtoB roles such as Customer Success, teaching, or communication.
* Autonomous, driven, and able to organize themselves well in a fast‑paced environment.
* Comfortable with complex or new topics (experience in complex environments, strong studies).
* Exceptional profiles with sales‑facing experience (e.g. Account Executive, Sales) are also welcome.
What Makes You Thrive
* Passion for helping others and solving member challenges.
* Master Dutch and English at full working proficiency (written and spoken).
* Confident with technology and digital tools.
* Comfortable connecting with members across all channels – email, virtual calls, phone.
* Natural empathy and calm presence in every interaction.
* Initiative and turning ideas into action.
* Collaborative mindset with a desire to learn and share knowledge.
* Bonus: understanding of the Belgian healthcare system (but not required).
Good To Know
* We aim to hire full‑time within the B0‑C0 level range.
* Insurance is a regulated profession. Agents in contact with the public must pass a basic insurance knowledge test within their first year (some exemptions apply). The exam is covered by Alan.
Perks & Benefits
* Fair rewards: generous equity packages complement your base salary for permanent contracts only.
* Flexible office options: HQ, sponsor co‑working hubs, or full‑remote with equipment sponsorship.
* All the tools you need: MacBook Pro, keyboard, laptop stand, monitor, Bose noise‑canceling headphones.
* Flexible vacation policy and working hours.
* Delightful healthcare insurance: 100% for you and your children; 90‑100% for partners depends on country (permanent contracts only).
* Transport benefits: country‑specific commuter benefits.
* Learning & training opportunities: flexible training policy, free books, and budget for conferences.
* Personal growth through coaching: each Alaner is paired with a dedicated coach from day one.
* Parental leave: extended leave for all new parents (permanent contracts only).
Important note: we hire people, not roles. If you're excited about this opportunity but don’t check every box, we’d love to hear from you. Everyone, no matter how underrepresented, should feel free to apply as it can bring learnings or success. If you identify yourself as a woman: Did you know research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application!
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