Customer Success Manager, Alan
France, Contract
Digital healthcare insurance
Open for applications
Digital healthcare insurance
501-1000 employees
Open for applications
501-1000 employees
Company mission
To make the healthcare system frictionless, fair and friendly for everyone.
Role
Who you are
- We're looking for someone with outstanding communication skills and proven experience in B2B customer education, digital solution evangelization, and leading transformation initiatives in complex environments
- 3-5 years proven track record in customer success or enterprise account management
- Strong background in B2B digital companies, specifically working with HR teams on adoption and engagement challenges
- Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams
- SaaS, Insurance, or Consulting industry experience valuable
- Demonstrated ability to influence and engage stakeholders at all levels, including C-suite
- Excellence in written and verbal communication (French and English required)
- Network building: capability to identify and engage key influencers
- Active listening skills and genuine empathy in stakeholder interactions
- Creative thinking for developing innovative engagement strategies
- Structured approach to project management and execution
- Deep customer-centric mindset with proven ability to deliver tailored solutions
- Strategic problem-solving: ability to structure challenges and identify effective solutions
- Analytical skills for data-driven decision making and reporting
What the job involves
- As Customer Success Managers, we partner with our most strategic customers to maximize their Alan experience through seamless onboarding and high-touch support, driving product adoption, satisfaction, and long-term loyalty
- We achieve this by deeply understanding customer needs, delivering exceptional onboarding experiences, and providing proactive product education to HR teams and employees
- This role requires you to build strong relationships with key stakeholders while delivering clear, effective product education and change management support
- Build and maintain strong relationships with key stakeholders
- Champion a customer-centric approach to help clients maximize Alan's value
- Proactively identify and address satisfaction concern
- Turn our best customers into Alan ambassadors and generate opportunities of acquisition
- Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management
- Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers needs and Alan's objectives
- Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption
- Track and present adoption metrics to stakeholders
- Identify and execute out-of-the-box initiatives to engage Alan customers
- Contribute to CSM playbook development
- Become a subject matter expert within the team
- Act as the voice of the customer to Marketing and Product teams
- Influence product and service improvements based on customer feedback
Our take
Alan addresses health insurance for businesses and employees in Europe through a healthcare app, backed by official regulatory approval. This endorsement grants Alan the ability to offer a wide range of regulated healthcare insurance services, distinguishing it in the market.
Focused on user experience and customer satisfaction, Alan employs a people-centric approach, streamlining insurance claims and designing user-friendly health insurance products. While competitors like Babylon and Ada Health exist, Alan's primary focus on health insurance sets it apart.
Despite macroeconomic challenges prompting a readjustment of goals, Alan achieved significant revenue growth in 2023, driven by expanding its clientele and leveraging AI tools for enhanced productivity. With a robust cash revenue, Alan plans to sustain growth, consolidate its position in the existing markets, and explore expansion into new territories, positioning itself for potential future IPO.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2024
$191.1m
SERIES F
May 2022
$202.1m
SERIES E
Total funding: $735.4m
Company benefits
- 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-cancelling headphones
- Flexible vacation policy and flexible working hours: Organise your time as you wish
- Delightful healthcare insurance: Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only
- Transport: Country-specific commuter benefits
- Learning & Training opportunities: A highly flexible Training policy free books and a budget to attend and speak at conferences if the opportunity arises
- Parental leave: Extended parental leave for all new parents, for permanent contracts only
Company HQ
Plaine-Monceau, Paris, France
Leadership
Charles Gorintin
(CTO)Co-founding Advisor at Mistral AI. Previously a Data Scientist at Facebook, Instagram, and Twitter.
Co-founding Advisor and Board Member at Mistral AI. Previously co-founded Expliseat.
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