Job Description Account Manager About the Company Optical Training Institute (OTI) is the all-in-one learning and development platform for eyecare professionals. For over 30 years, we’ve supported more than 30,000 learners across the optical industry with high-quality, affordable education that strengthens clinical skills, supports career growth, and improves the patient experience. OTI’s platform includes tools for hiring and skill assessments, onboarding, job training, certification preparation, and continuing education. Our expert-developed curriculum helps eyecare teams stay ahead of industry trends, meet regulatory requirements, and enhance patient care. By streamlining professional development in one convenient platform, OTI empowers both individuals and employers to build stronger, more engaged teams while simplifying training, compliance, and certification processes. About the Role Optical Training Institute (OTI) is hiring an Account Manager to expand OTI’s footprint within our existing multi-location enterprise and mid-market eyecare customers. This role is responsible for identifying and driving new revenue opportunities by uncovering additional product and service needs within our current customer base, while ensuring long-term customer success and satisfaction. This role centers on consultative account management. You will work closely with customers to understand their goals, challenges, and operational priorities, aligning OTI’s solutions to help them improve training, certification outcomes, and workforce development. You will collaborate with Sales, Marketing, Product, and Customer Success to deliver an exceptional client experience. This is an ideal opportunity for someone motivated by mission-driven work. Our goal is to elevate the optical profession by making high-quality education more accessible, and this role plays a key part in helping organizations adopt and expand the solutions that make that possible. You will also contribute to building a scalable account management function as OTI grows. Role Overview Customer Relationship Management Serve as the primary post-sale point of contact for enterprise and mid-market accounts. Build meaningful relationships with senior stakeholders across training, operations, and management. Conduct regular check-ins and business reviews to ensure alignment with client goals and continuous value delivery. Onboarding and Adoption Partner with the Customer Success team to ensure customers experience a smooth onboarding process and early success with OTI’s solutions. Participate in kickoff calls, set clear expectations with customers, and provide continuity from sales to post-sale engagement. Monitor early platform adoption, identify engagement gaps, and coordinate with Customer Success to address them proactively. Reinforce best practices for implementation and encourage long-term utilization across locations and teams. Consultative Partnership and Retention Use a consultative approach to understand customer needs and identify solutions that deliver measurable impact. Anticipate risks and resolve issues before they affect satisfaction or retention. Act as an internal advocate for customer needs while maintaining alignment with OTI’s goals and capabilities. Upsell and Expansion Identify and pursue opportunities to expand customer engagement through additional seats, courses, or service offerings. Build business cases that clearly articulate ROI and the value of OTI’s expanded solutions. Partner with Customer Success and Sales to deliver strategic renewal and expansion proposals. Cross-Functional Collaboration Report to the Head of Growth and collaborate with Sales, Marketing, Product, and Customer Success teams. Share customer feedback to inform product enhancements and new course development. Maintain CRM accuracy (HubSpot). Contribute to the design and documentation of scalable account management systems and playbooks. Travel Expectations This role is remote, with occasional travel for strategic account meetings or industry events. Additional Considerations Qualifications: 3–6 years of experience in B2B SaaS account management or customer success. Proven track record managing enterprise or mid-market accounts with measurable retention and growth outcomes. Experience in healthcare, education technology, or optical industry software strongly preferred. Skilled at strategic relationship-building and navigating multi-stakeholder organizations. Proficient with CRM systems (HubSpot) and project/workflow tools (e.g., Monday.com). Organized, detail-oriented, and comfortable owning outcomes in a fast-paced environment. Bachelor’s degree preferred. Personal Attributes: Customer-obsessed and committed to delivering value. Consultative, empathetic, and able to build trust with clients at all levels. Proactive problem-solver who anticipates needs rather than reacts. Strong communicator and relationship builder with high EQ. Growth-minded and energized by improving systems and processes. Operates with integrity, accountability, and professionalism. Excited to contribute to a growing, mission-driven organization.
Posted On: Wednesday, November 5, 2025