Customer Success Manager - France 🇫🇷
Paris
Revenue – Account Management /
Permanent Employment Contract /
Hybrid
🐼 Who we are
Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses.
Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan.
We partner with 25,000 companies, with 500K members, and cumulate €350m+ and growing ARR. We operate in France 🇫🇷, Spain 🇪🇸 and Belgium 🇧🇪. The team is 580+ people, all over Europe.
🤘 How we do it ?
People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:
- Members first. We put our members first, our team second, our shareholders third.
- Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication.
- Personal & Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.
- Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.
- Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes.
Context
At Alan, we never intended to be just another health insurer. Becoming the one-stop health partner for body and mind was the vision from Day 1.
This is why Alan built amazing health services to make personal, proactive and holistic health part of people’s daily lives:
- Alan Clinic: providing digital healthcare to our members through a supervised health team and an in-house video-chat platform
- Mental Well-being: providing a support by a psychologist by chat (unlimited) or visio (2 sessions)
- Alan Clear: providing affordable glasses delivered within 4 days through your Alan mobile application.
- Back Pain Program: helping our members to take care of their back by following a personalized program built by physiotherapists.
- And many more!
We need to ensure the best customer experience for our clients at launch and generate high adoption during the customer lifecycle.
Missions
The Customer Success Manager (CSM) is accountable for ensuring that our health services are delivering value to our customers by leveraging different assets (B2B / B2C / B2B2C) to reach loyalty and satisfaction.
This is driven by a clear understanding of customers’ needs, a stellar onboarding on the platform and a proactive product education.
Ultimately, the mission of the CSM is to maximize client's value through three drivers:
- Maximize adoption of our health services
- Build high satisfaction and customer's loyalty
- Turn customers into brand ambassadors to generate incremental business through word of mouth
Core Responsibilities
Handle a portfolio of strategic accounts and flagships companies
Ensure client’s loyalty:
- Build and maintain strong customer relationships with key stakeholders
- Display a customer-centric approach to allow our clients to achieve their goals through Alan
- Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them
Build customer engagement and adoption:
- Ensure successful onboarding of new accounts and provide advanced product education in order to develop existing accounts
- Analyze and present adoption KPIs to customers
- Promote Alan products and services to generate massive adoption by the employees and HR teams
- Turn our best customers into Alan ambassadors and generate opportunities of acquisition
- Identify and execute out-of-the-box initiatives to engage Alan customers
Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like
Drive change in products and services, and act as voice of their customers to Marketing / Product team
For this opportunity, we are aiming to hire within the B0-C1 level range.
Profiles
- Proven track record in account management, or customer success for medium or large companies (minimum 4/5 years).
- Great member centric mindset and experience in delivering client-focused solutions to customers needs
- Experience in a B2B digital company working with HRs as clients on adoption challenges. Knowledge in QVT / RSE or workplace psychology is a strong plus.
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
- Analytical skills.
- Experience successfully leading cross-functional projects with other teams (Product, Sales, Engineering, Data...)
Soft Skills
- Strong active listening skills & empathy
- Excellent communication skills (written & oral in both French & English)
- Out of the box thinker / creative mindset
- Positive lobbying: ability to identify key influential figures and to cultivate and grow a network
- Good problem-solving skills (problem structuration and identification of relevant solutions)
- Analytical skills (ability to draw structured and data-driven reports from our activity)
At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.
Therefore, we offer:
- 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% 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 budget to attend and speak at conferences if the opportunity arises.
- Parental leave. Extended parental leave for all new parents, for permanent contracts only.
Important note: we hire people not roles.
After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!
Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.
🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.
