Professional Services Associate

Company Profile:

Ocuco Limited is a leading software solutions provider in the eyecare industry, dedicated to helping eyecare professionals streamline their operations and provide exceptional patient care. With a global presence and a focus on innovation, Ocuco has built a reputation for delivering cutting-edge technology and outstanding customer service.

Job Description:

Ocuco is offering an exciting opportunity for a professional with a background in optical practice to join our Global Operations team in Vancouver, where Professional Services Associates support our customer base across North America.

In this role, you will develop a strong understanding of Ocuco’s software and use your knowledge of how optical practices operate to provide high-quality support to customers. Working with a range of clients—from small independent opticians to large, globally recognised retail chains—you will encounter a variety of challenges that draw on your real-world experience in the optical industry.

This position offers an entry point into a software company where contribution and potential are recognised and supported, along with strong opportunities for progression. This is a full-time, permanent role. While our office is based in Vancouver (Burnaby), we are open to remote working arrangements within Canada. Candidates based in or near Vancouver will be expected to work onsite three days per week.The role involves international travel, including to the US and EU, and candidates must be able to travel without restriction as required.

Responsibilities:

• Support customers across the full lifecycle, from initial installation, setup, and configuration through to training and ongoing post-go-live support
• Support customer adoption and ensure successful use of Ocuco's software post go-live, enabling customers to achieve measurable outcomes such as improved efficiency, revenue, and patient flow.
• Deliver engaging training to customers through a variety of formats, including web-based sessions and on-site visits, adapting to different experience levels and learning styles
• Create and maintain high-quality training content and digital learning materials to support scalable customer enablement
• Translate real-world optical workflows into effective system usage, helping customers embed the software into their day-to-day operations
• Act as a trusted advisor to customers, supporting their ongoing use of the system and proactively identifying risks to adoption or success
• Document and communicate new and existing product features clearly to both customers and internal teams
• Maintain and continuously improve training materials in line with product evolution and customer needs

The successful candidate must have:

• 2 – 5 years of experience working in an optical practice or a similar healthcare or optical retail environment
• Familiarity with practice management software (such as a PMS, EHR, or point-of-sale system)
• Strong communication and interpersonal skills, with full fluency in English
• Strong problem-solving ability and a patient, customer-focused approach
• Comfort using and configuring Windows-based software and computers
• A positive and proactive approach, with the ability to work effectively in a fast-paced environment
• A full, clean driving licence

The ideal candidate will also:

• Have experience in a customer training, support, or practice consulting role
• Have hands-on knowledge of optical workflows — dispensing, scheduling, billing, or inventory
• Be comfortable learning new software independently and developing technical knowledge over time
• Have some experience creating guides, how-to documents, or training materials
• Be fluent in another language