Operational Onboarding Manager – CSS

This is a fully remote position, open to applicants in Belgium.

📋 Description

• Facilitate a seamless onboarding experience for key accounts while providing continuous support throughout their partnership with Alan.

• The operational onboarding manager is responsible for ensuring **operational excellence** and **the long-term satisfaction of our most strategic accounts**. They play a pivotal role as Alan expands its Enterprise and Public sector partnerships.

• Enhance processes and support for the role. **New guidelines and processes will need to be designed as we progress, to scale this tailored onboarding approach!**

• Support our Administrators: Your main objective is to guarantee **operational excellence and an exceptional admin experience** across a portfolio of key accounts (5 to 10 accounts per onboarding manager). You will be the primary expert on complex admin topics such as affiliations, payroll management, invoicing, and billing—offering meaningful, proactive, and delightful support while developing deep expertise along the way.

• Train and onboard administrators on Alan's products, workflows, and best practices (both remotely and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more.

• Manage all aspects of admin support for your account portfolio: address requests, investigate issues, coordinate with internal teams, and ensure prompt resolution.

• Handle complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathy.

• Proactively identify risks (missing affiliations, payroll edge cases, invoicing issues) and prevent obstacles before they affect admins.

• Build the role in Belgium: All onboarding managers actively participate in enhancing Alan beyond their routine support tasks. You will help define the function itself—designing processes, playbooks, and ways of working that will scale with our growth.

• Recognize recurring challenges and suggest improvements: documentation, playbooks, tools, and product feedback (in collaboration with Product Specialists and relevant teams).

• Contribute to team priorities based on the period: process/tooling projects, knowledge sharing, and occasionally hiring-related tasks.

• Report on operations at the company level to ensure visibility on opportunities arising from admin insights.

• Work closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to eliminate barriers, coordinate resolutions, and highlight product/process enhancements.

⛳️ Requirements

• Exhibit strong ownership and autonomy in their responsibilities.

• Display a growth mindset, tackle challenges positively, and learn quickly.

• Demonstrate a strong client-facing demeanor and communicate effectively both internally and with admins. Comfortably train small groups or visit onsite to meet our members.

• Able to adapt to change and possess a collaborative mindset.

• Possess good listening skills, empathy, and pedagogical abilities.

• Comfortable with complex discussions and/or admin-related conversations.

• Exceptional and structured written and verbal communication skills in **both Dutch and English** ❗️

• Strong problem-solving skills: capable of structuring a problem and identifying relevant solutions.

• Excellent organizational and time management skills: able to handle multiple competing priorities independently.

• Customer-facing experience: prior experience in BtoB customer-facing roles, such as Customer Success, teaching, or communication.

• Independent, driven, and well-organized (adaptable to our fast-paced environment), with a mission-driven approach.

• Comfortable with complex/new topics (experience in intricate environments, strong academic background, etc.).

• [Opportunistic] Exceptional profiles with sales-facing role experience (e.g., Account Executive, Sales) are also considered.

🏝️ Benefits

• Competitive compensation. Generous equity packages are included with your base salary, *offered only for permanent contracts.*

• Flexible office arrangements. Enjoy an outstanding office space at our HQ, sponsored co-working spaces, or a full-remote experience with home office equipment sponsorship, allowing you to work where you feel happiest.

• All necessary tools provided. High-quality equipment: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

• Flexible vacation policy and working hours. Manage your time as you prefer.

• Comprehensive healthcare coverage: Extremely thorough health insurance - 100% coverage for you and your children, 90-100% for partners depending on your country* (for permanent contracts only).*

• Transportation benefits. Country-specific commuter perks.

• Learning and training opportunities. A highly adaptable training policy with free books and a budget to attend and speak at conferences when possible.

• Personal growth via coaching: At Alan, coaching is not just an added benefit - **it’s fundamental to our culture. Every Alaner is paired with a dedicated coach from day one, who helps optimize their impact, nurture engagement, and navigate Alan's values to unlock their full potential.** ****__Discover more about our coaching culture__****.

• Extended parental leave for all new parents, *offered only for permanent contracts.*