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 (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
Requirements
- 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…)
- 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
Nice to Have
- Exceptional profiles with sales-facing roles experience (e.g. Account executive, Sales) are also part of the scope
- Already understand the Belgian healthcare system (but don't worry if you don't - we're great teachers!)
Work Arrangement
Hybrid
Additional Information
- 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!
- 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 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.
