Operational Onboarding Manager, CSS

Alan

Operational onboarding manager ensuring a smooth onboarding journey to key accounts at Alan. Responsible for operational excellence and satisfaction of strategic accounts across Belgium.

Posted 6/22/2026full-timeRemote • 🇧🇪 BelgiumMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Ensuring a smooth onboarding journey to key accounts and provide 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 continue expanding Enterprise and Public sector partnerships.
Scaling the role's process and support. We will need to design new guidelines & processes as we move forward, to scale this customized approach to onboarding!
Helping Our Admins. Your primary mission is to ensure operational excellence and an outstanding admin experience across a portfolio of key accounts (5 to 10 accounts per onboarding manager). You'll be the go-to expert for complex admin topics such as affiliations, payroll management, invoicing, and billing—delivering meaningful, proactive, and delightful support while building deep expertise along the way.
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
Building the role in Belgium. All onboarding managers actively contribute to improving Alan beyond their day-to-day support work. You'll help shape the function itself—designing processes, playbooks, and ways of working that will scale as we grow.
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

What you’ll need

Demonstrate strong ownership and autonomy on their missions
Demonstrate growth mindset, challenges positively, learn fast
Demonstrate strong client-facing posture and communicate effectively both internally and with admins. At ease to train small group of several people/go onsite to meet our members
Able to embrace change, have collaborative mindset
Good listening skills, empathy and pedagogic skills.
At ease with complex conversation and/or admin conversations.
Excellent and structured written & oral communication skills in **both Dutch and English** ❗️
Excellent problem-solving skills: able to structure a problem, identify relevant solutions
Great organization skills / Time management skills: is comfortable facing several competing priorities autonomously
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…)
[Opportunistic] Exceptional profiles with sales-facing roles experience (e.g. Account executive, Sales) are also part of the scope

Benefits

Comp & perks

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 we 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.*

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

affiliation lifecyclepayroll managementinvoicingbillingprocess designdocumentationplaybookstoolingproblem-solvingcustomer success

Soft Skills

ownershipautonomygrowth mindsetclient-facing communicationcollaborationempathylistening skillsorganizational skillstime managementadaptability