Onboarding Manager

Who we are

At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone.

We are empowering our members to live a longer and healthier life with a 'one-stop health partner' model seamlessly integrating insurance, prevention, affordable care access and well-being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face. With Alan, you're never alone.

We partner with 30,000+ companies, with 700K+members, and cumulate €500M+and growing ARR.

The team is 600+ people, and we operate in France, Spain, Belgium, and Canada.

How we do it?

People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

1. Mission is the Boss:
   We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.
2. Member & Customer-led:
   We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
3. Excellence like Athletes:
   We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
4. Enlightened Despots:
   We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.
5. Radically Transparent:
   We make information accessible and written-first, promoting async communication while protecting sensitive data.
6. Kind, Methodic Optimists:
   We collaborate genuinely without ego, support teammates, and maintain positive intent while assuming the best.
7. Empathetic Challengers:
   We give direct feedback with empathy, praise strengths, and focus on growth through candid communication.
8. Bold & Creative Contrarians:
   We think differently to achieve greatness, challenge expertise with first principles, and embrace calculated risks.
9. Disciplined Executors:
   We focus on making good decisions quickly, maintain accountability, and break down problems into manageable pieces.
10. Fight for Simplicity:
    We eliminate unnecessary processes, stay concise and articulate, and maintain smart frugality while solving problems pragmatically.

The Challenge

You will be responsible for ensuring a seamless transition for our large and very large clients, serving as their dedicated Alan specialist during the critical onboarding phase.

Your role requires a strong ability to build trusted relationships with key stakeholders, proactively identifying and resolving potential challenges before they arise. The ideal candidate will demonstrate exceptional communication and change management skills, with a proven track record of training and supporting key accounts through digital transformation initiatives. This position plays a vital role in Alan's growth strategy.

Helping Our Admins

Your primary mission will be to handle admin requests in a meaningful, delightful, and timely manner. You will lead comprehensive onboarding workshops and provide hands-on training for HR administrators on Alan's dashboard, while managing complex processes including payroll integration, employee affiliation, and billing setup.

Improving Alan

All Onboarding Managers work on specific projects outside their regular duties, contributing to process improvements, tool optimization, and organizational methods. You will actively collaborate with various teams such as Key Account Managers, Customer Success Managers, Ops, Sales, Care, Pre-Sales, and Engineering to ensure a seamless onboarding process and address any issues proactively.

Coaching (optional)

Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing.

Join The Care Team as Onboarding Manager!

You would be happy at Alan if you:

• Have a genuine passion for caring for admin and solving their problems.
• Can speak and write impeccable French and English.
• Are comfortable with technology and using various digital tools.
• Are at ease with answering requests and onboarding admins on specific topics via email, chat, phone, video meetings, onsite meetings, or workshops.
• Have a very empathetic and serene state of mind.
• Are motivated and possess a 'builder' mindset.
• Have enthusiasm for teamwork and learning.
• Have interest in working closely with product teams to build new features.
• Want to develop customer-facing skills by creating a strong relationship with our admins.

Profile & Competencies

1. Soft Skills:

• Show owner and growth mindset, challenges positively, communicates effectively.
• Able to embrace change, demonstrate client-facing posture, empathy, collaborative mindset, adaptability, and pedagogic skills.

2. Hard Skills:

• Excellent French writing skills.
• Excellent problem-solving skills.
• Good and structured written & oral communication skills in English.
• Great organization skills / Time management skills.
• Ability to simplify complex topics.

3. Experience:

• Significant experience in customer-facing roles such as Customer Success.
• Autonomous, driven, and comfortable in a fast-paced environment.
• At ease navigating complex and new topics.

Perks & Benefits

At Alan, we believe that being in good health is a basic need, and it starts with our employees. Therefore, we offer:

• Fair rewards:
  Generous equity packages.
• Flexible Office:
  HQ office space, sponsored co-working hubs, or full-remote options.
• All the tools you need:
  Top of the range equipment.
• Flexible vacation policy and working hours.
• Delightful healthcare insurance for you and your family.
• Transport benefits.
• Learning & Training opportunities.
• Extended parental leave.

Important note:

We hire people, not roles. If this job description matches your aspirations, we encourage you to apply!

Check out our About Alan and Career pages, as well as our Medium, blog, and Glassdoor page for more info.

Testimony from an Onboarding Manager at Alan:
L'itinéraire d'Audrey, de Sciences Po à Customer Support Specialist chez Alan