Customer Success Manager - France ð«ð •

Alan; Paris; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

Alan, un acteur clé de la santé en France, recherche un Customer Success Manager passionné pour gérer des relations clients stratégiques. Ce poste implique des responsabilités en intégration, éducation produit, et gestion de la satisfaction client tout en s'inscrivant au cœur de l'approche centrée sur le client de l'entreprise.

Prestations

Équité généreuse et rémunérations équitables.

Politique de vacances flexible et horaires de travail flexibles.

Assurance santé complète.

Formation et opportunités d'apprentissage.

Coaching personnel.

Congés parentaux étendus.

Qualifications

• 3-5 ans d'expérience en Customer Success ou Account Management.
• Expérience avec des entreprises B2B, particulièrement avec des équipes RH.
• Capacité à influencer des parties prenantes à tous les niveaux.

Responsabilités

• Gérer la relation avec des clients stratégiques et optimiser leur expérience avec Alan.
• Conduire des processus d'intégration complexes pour de grands clients.
• Élaborer des plans d'actions personnalisés en fonction des besoins des clients.

Connaissances

Gestion de projet

Communication

Écoute active

Pensée créative

Résolution de problèmes

Stratégie analytique

Formation

Bac+3 à Bac+5 en management ou équivalent

Description du poste

Alans vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud turning health benefits from a cost centre into their most valuable investment.

Were building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system.

By connecting all aspects of care - private public and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement we empower everyone to overcome day-to-day health obstacles and live healthier lives.

We partner with 32000 companies of all sizes serving more than 700K members and have reached 500M in ARR.

Our team of 600 people (still growing) operates across France Spain Belgium and Canada.

How we do it

People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work such as :

Mission is the Boss : We have a mission-first focus with long-term thinking where all employees act as owners seeking the companys success above all else.

Member & Customer-led : We are obsessively focused on solving customer problems and creating delightful experiences while building trust.

Excellence like Athletes : We maintain high standards and talent density using the Keeper Test to ensure exceptional performance.

Enlightened Despots : We combine distributed ownership with accountability empowering decision-makers while maintaining responsibility.

Radically Transparent : We make information accessible and written-first promoting async communication while protecting sensitive data.

Kind Methodic Optimists : We collaborate genuinely without ego support teammates and maintain positive intent while assuming the best.

Empathetic Challengers : We give direct feedback with empathy praise strengths and focus on growth through candid communication.

Bold & Creative Contrarians : We think differently to achieve greatness challenge expertise with first principles and embrace calculated risks.

Disciplined Executors : We focus on making good decisions quickly maintain accountability and break down problems into manageable pieces.

Fight for Simplicity : We eliminate unnecessary processes stay concise and articulate and maintain smart frugality while solving problems pragmatically.

The Customer Success Managers team at Alan

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.

Were looking for someone with outstanding communication skills and proven experience in B2B customer education digital solution evangelization and leading transformation initiatives in complex environments.

Core responsibilities

Build and maintain strong relationships with key stakeholders

Champion a customer-centric approach to help clients maximize Alans value

Proactively identify and address satisfaction concern

Turn our best customers into Alan ambassadors and generate opportunities of acquisition

Build customer engagement and adoption :

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 Alans product value proposition and create customized action plans aligned with customers needs and Alans 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

Scale the practice :

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

Professional experience :

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

Core skills

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

For this opportunity were looking for someone in either Paris Bordeaux Lyon or Marseille.

We are aiming to hire within the B1-C1 level range.

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.

Flexible Office . Amazing office space at our HQ in Paris or sponsored co-working hubs for a hybrid setup in Bordeaux Lyon or Marseille.

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 . You can use your own inspiration based on the Green mobility budget (for Senior level Alaners)

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 isnt just a perk - its 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 Alans values to develop their full potential. Learn more about our coaching culture .

Parental leave. Extended parental leave for all new parents.

Important note : we hire people not roles.

If youre excited about this opportunity but dont check every box wed love to hear from you. Everyone no matter how underrepresented should feel free to apply as it can only bring learnings or success.

If you identify yourself as a woman : Did you know that research shows women often apply only when meeting 100% of requirements

Remember this is just a guide not a checklist.

Well be thrilled to receive your application!

Check out our About Alan and Career pages as well as our Medium blog and Glassdoor page for more info.

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1