About InVita Healthcare Technologies
InVita Healthcare Technologies is a leading software provider for complex medical, forensics, and community care environments. We build specialized, highly configurable, and integrated systems that support hospitals, blood centers, donation organizations, public health labs, and forensic labs. InVita is the clear leader in the blood, implant, organ procurement, DNA, and Forensic software markets. Our software solutions have built-in compliance safeguards that streamline processes and enable quick and efficient information exchange with better decision making. For more information about our software solutions, please visit invitahealth.com.

Job Title: Partner Success Specialist

Department: Client Services (CS), Blood Management Business Unit (Human Biologics Division)

Reporting to: Director of Recruitment Solutions

Location: Baltimore, MD Preferred, Remote Considered

Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $60,000 - $80,000Depending on Experience

Who we are:

InVita develops specialized software for regulated industries that support the advancement of public health and safety. We are the acknowledged leader in the markets we serve. Our subject matter expertise is unmatched in the industry, and our products are used by public health and medical professionals across the globe. We have 200 employees and two main offices in Baltimore & Los Angeles.

Overview:

InVita's Blood & Plasma Management division provides integrated software solutions that meet industry demands and community needs by connecting key operational areas end-to-end for complete blood and plasma management. This ensures pertinent information – like scheduling, delivery tracking, and donor recruitment – is readily available.

The goal is to deliver the right donor, the right product, at the right time. InVita's solutions optimize supply chains, sample tracking, and visibility across blood and plasma operations. With over 13 million blood products managed each year by InVita's software, the company plays a crucial role in the blood supply chain.

At InVita, you won't just support technology – you'll help advance an industry that saves lives.

You're likely a good fit here and for this role if:

You prioritize purpose (and challenge and autonomy) in your career: You're ready and willing to work extremely hard - but need for it to be for a great and worthwhile cause.
You serve with the golden rule: You thrive on providing excellent, empathetic, and effective service and support for great mission-focused users. You inherently appreciate the critical importance of proactive communication, timely response, and not letting things slip through the cracks.
Helping users succeed with software is your bread-and-butter: Leading organizations through technology change management and helping users fully unlock the power of innovative software solutions to achieve bottom-line results is what you do.
You are a problem solver: The bigger the problem and challenge, the more you want to solve it. You enjoy thinking creatively and critically to troubleshoot problems, identify root causes, and formulate clear action plans and solutions.
You are known for collaboration and organization: Establishing positive and productive partnerships with users and cross-functional teammates is your calling card. And you aren't just talk – you have a reputation for being able to juggle multiple priorities while staying organized and results-oriented. You love taking ownership of projects and seeing them through from planning to execution.
You're savvy to our space – or (more importantly) eager to learn:You are ready to dive deep into the specific world of blood banking and specifically, blood donor recruitment. Whether you have domain experience or not, you are a natural learner and eager to become a true SME of our products that you will be supporting and implementing.
You enjoy occasional travel: You enjoy face-to-face time, know the value of Clear and TSA Pre, and (whenever possible) usually carry-on to hit the ground running.

Who:

We're looking for someone who is detail-oriented, solutions-focused, and passionate about using technology to make a real impact in healthcare and specifically in the life-saving work of blood banking. This role requires a positive, can-do attitude, strong communication skills, and an unwavering commitment to customer (who we refer to as partners) success. You will play a key role in representing us with our valued partners and being the clear voice of our partners back to our organization.

Key Responsibilities:

Manage Partner Accounts with exceptional service and follow through
Manage and respond to Partner inquiries and requests including via our web-based ticketing system (Service Desk).
Troubleshoot, resolve, and document issues in a timely manner
Provide consultative telephone and email support, ensuring a high level of Partner satisfaction
Develop and maintain a thorough understanding of all aspects of assigned InVita software products and be able to demonstrate solutions effectively, including the support of sales initiatives
Conduct training during software implementations, upgrades, and as needed for ongoing support
Execute quality assurance activities, including testing software releases prior to packaging and deployment
Analyze end user feedback and suggestions and collaborate with Product and Development teams to recommend and progress enhancements
Coordinate with internal teams to manage client projects, ensuring deliverables meet scope, quality, and timeline requirements
Provide clear and effective project status updates to internal stakeholders and Partners to ensure alignment
Contribute to documentation, knowledge base articles, and end user-facing resources to improve self-service and support efficiency.

Qualifications:

Bachelor's degree or equivalent experience.
Experience in management of customer accounts and relationships.
Experience in the healthcare industry, with a preference for experience in blood and plasma collection.
Proven project management experience, including the ability to manage multiple time-sensitive initiatives simultaneously.
Logical and efficient working style with keen attention to detail.
Strong problem-solving skills and the ability to translate complex technical issues into clear, client-friendly language.
Superb verbal, written, and public speaking skills.
Highly detail-orientated with exceptional follow-through and organizational skills.
Proficiency with the Atlassian platform (Jira, Confluence, Service Desk) is highly desirable.
Ability to work both independently and collaboratively in a fast-paced, deadline-driven environment.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.
Additionally, the employee is regularly required to talk or hear.
The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls.
The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 15 pounds.
Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Ability to attend and preside over trade shows and conferences.
Ability to travel on a flexible schedule. Airplane travel is necessary.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The pay range for this role is:

60,000 - 80,000 USD per year (Maryland)

The pay range for this role is:
60,000 - 80,000 USD per year(Maryland)

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Invita Healthcare Technologies

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