🚀 The Challenge
You will be responsible for ensuring a seamless transition for our biggest clients, serving as their dedicated Alan specialist during the critical onboarding phase. Your role requires a strong ability to quickly build trusted relationships with key stakeholders, proactively identifying and resolving potential challenges before they arise. Pushing relevant changes internally will also be key. The ideal candidate will demonstrate exceptional communication and change management skills, with a proven track record of training and supporting key accounts through digital transformation initiatives.
👩💻 Helping Our Admins
Your primary mission will be to handle admin requests in a meaningful, delightful, and timely manner. You will lead comprehensive onboarding workshops and provide hands-on training for HR and Payroll administrators on Alan's dashboard, while managing complex processes including payroll integration, employee affiliation, and billing setup.
👷 Improving Alan
All Operational Onboarding Managers work on specific projects outside their regular duties, contributing to process improvements, tool optimization, and organizational methods. You will actively collaborate with various teams such as Key Account Managers, Customer Success Managers, Ops, Sales, Care, Pre-Sales, and Engineering to ensure a seamless onboarding process and address any issues proactively.
⭐ Join The Care Team as Onboarding Manager!
You will thrive if you:
- Have a genuine passion for helping others and find joy in solving member challenges.
- Master French and English at a full working proficiency level (written and spoken).
- Navigate technology with confidence and embrace digital tools.
- Feel at ease connecting with members across all channels - email, visio call, and phone calls.
- Bring natural empathy and a calm presence to every interaction.
- Love taking initiative and turning ideas into action.
- Thrive in collaborative environments where you can both learn and share knowledge.
Profile & Competencies
Soft Skills:
- Demonstrate strong ownership and autonomy on missions.
- Demonstrate growth mindset, challenge positively, and learn fast.
- Strong client-facing posture and effective communication skills for both internal and admin-facing interactions.
- Ability to embrace change with a collaborative mindset.
- Good listening, empathy, and pedagogical skills.
Experience:
- Previous experience in B2B customer-facing roles, such as Customer Success, teaching, or communication.
- Ability to operate autonomously in a fast-paced environment.
- Comfortable managing complex and new topics.