Customer Success Manager - Belgium 🇧🇪 (French Speaker)

<span>🐼 Who we are</span><br/><span>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. </span><br/><b>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.</b><span> 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.</span><br/><span>We partner with </span><b><span>25,000 companies</span></b><span>, with </span><b><span>500K members</span></b><span>, and cumulate </span><b><span>€350m+ and growing ARR</span></b><span>. We operate in France 🇫🇷, Spain 🇪🇸 and Belgium 🇧🇪. The team is </span><b><span>580+ people</span></b><span>, all over Europe.</span><br/><span>🤘 How we do it ?</span><br/><span>People joining Alan are always surprised and delighted by our innovative working method. We have a set of </span><a href="https://alan.com/about/company-culture">cultural values</a><span> that guide our approach to work, such as:</span><span>- </span><b>Members first</b><span>. We put our members first, our team second, our shareholders third.</span><span>- </span><b>Radical Transparency</b><span>. We make all choices in writing and adopt a direct and honest style of communication.</span><span>- </span><b>Personal &amp; Team Growth</b><span>. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.</span><span>- </span><b>Distributed Ownership</b><span>. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.</span><span>- </span><b>Fearless ambition</b><span>. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas.</span><br/><span>⭐️ CSM at Alan ⭐️</span><br/>The Customer Success Manager (CSM) is accountable for <b>ensuring our health services are delivering value to our customers</b> by leveraging different assets (B2B / B2C / B2B2C) to reach<b> loyalty and satisfaction</b>. <br/>This is driven by a clear understanding of customers’ needs, a stellar onboarding on the platform and a proactive product education.<br/>Ultimately, the mission of the CSM is to <b>maximize client's value</b> 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 mouthTo achieve this you will work closely with the Key Account Managers.<br/>The work of the CSM should lead to less churn, easier renewals and cross/upsell opportunities.<br/><span>⭐️ Your mission ⭐️</span><br/><b>Build engagement throughout the whole customer journey</b>- Ensure the successful onboarding of new administrators  and provide advanced product education - Promote Alan products and services to generate massive adoption by the employees and the admins - Handle admins incoming requests regarding operational tasks - Work alongside the Key Account Manager’s team during the contracts renewal period- Identify and execute out-of-the-box initiatives to engage Alan customers - Globally, instill a customer-centric approach to allow our clients to achieve their goals through Alan <br/><b>Drive change in our products and services</b>, and act as voice of customers towards our product teams <br/><b>Participate to the team creation</b>- The CSM team is still in building mode at Alan Belgium, so we expect you to have one foot in the present and the other in the future- Collaborate on building all processes and documentation- Connect with the other crews and communities at Alan - Set the standard of what CSM should be at Alan! - Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like<br/><b>Ensure client’s loyalty </b>- Build and maintain strong customer relationships with key stakeholders- Display a customer-centric approach to allow our clients achieve their goals through Alan- Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them- Support Key Account Managers during the renewal season<br/><span>⭐ Your profile ⭐</span><br/><b>You will be a good fit to join the Sales team at Alan if you have:</b>- Proven track record in customer success or account management (minimum 3 years)- Strong client-centric mindset with experience in delivering tailored solutions- Ability to communicate, present, and influence key stakeholders at all levels, including C-suite- Experience in lea