Customer Success Manager - France --

Who we areNever Alone with Alan. The health partner, who prevents, insures, and cares daily. Our mission is a healthier humanity. For our members, getting extra happy years of life. For our companies: the bestpeople return on investment.We partner with 22,000 companies, more than 500,000members and are at €350m+ ARR. We now operate in France , Spain and Belgium . The team is 580 people, and growing 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.ContextAt 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.MissionsThe 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 mouthCore ResponsibilitiesHandle a portfolio of strategic accounts and flagships companiesEnsure 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 themBuild 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 customersScale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you likeDrive change in products and services, and act as voice of their customers to Marketing / Product teamFor this opportunity, we are aiming to hire within the B0-C1level range. ProfilesProven 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 needsExperience 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 SkillsStrong active listening skills & empathyExcellent communication skills (written & oral in both French & English)Out of the box thinker / creative mindsetPositive lobbying: ability to identify key influential figures and to cultivate and grow a networkGood problem-solving skills (problem structuration and identification of relevant solutions)Analytical skills (ability to draw structured and data-driven reports from our activity) Perks & BenefitsAt 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 yourtime 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. #J-18808-Ljbffr