Partner Success Specialist

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

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 - $80,000

Who We Are:

At InVita, your work has real-world impact. You won't just support software – you will help advance an industry that ensures life-saving blood products reach the right patient at the right moment. 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.   

We are a team of ~200 talented, mission-driven professionals. We pride ourselves on deep subject-matter expertise, a culture of collaboration, and the chance to make a measurable difference in healthcare and public safety. Acknowledged as a 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.

Overview:

The Partner Success Specialist plays a key role in helping our partners get the most out of InVita's Blood & Plasma Management solutions. You'll assist them through implementation, training, change management, and ongoing support – empowering organizations that collect and distribute blood to communities nationwide.

This role is perfect for someone who is solutions-focused, detail-oriented, and thrives on helping users succeed with software.

Who You Are:

You are a strong fit for this role if you:

• Prioritize purpose in your career: You want to work hard for a meaningful, life-saving mission
• Are energized by shaping what comes next: Turning customer insights and big "what if..." ideas into a bold product vision that guides our teams and moves our products forward.
• Serve with the golden rule: You serve with empathy and deliver excellent, thoughtful, and proactive support
• Help people adopt technology: You are a go-to that helps users fully leverage software applications to be more efficient and effective
• Love problem-solving: You enjoy tackling complex challenges and thinking creatively
• Excel in collaboration and organization: You foster partnership and manage multiple priorities, communicate clearly, and follow through
• Are eager to learn: You are ready to dive deep and are excited to become a subject-matter expert in blood banking and donor recruitment
• Enjoy occasional travel: You appreciate the value of face-to-face time and welcome opportunities to meet beyond virtual sessions.

What You'll Do:

• Manage partner accounts with exceptional service and follow-through
• Respond to partner inquiries via phone, email, and Service Desk in a timely, professional manner
• Troubleshoot, resolve, and document software issues
• Provide consultative support to ensure partners fully leverage InVita solutions
• Conduct training for software implementations, upgrades, and ongoing support
• Execute quality assurance tasks, including testing new software releases
• Gather and analyze partner feedback; collaborate with Product and Development teams to enhance solutions
• Coordinate with internal teams to ensure project deliverables meet scope, quality, and timelines
• Develop and maintain a thorough understanding of all aspects of assigned InVita software products and be able to demonstrate solutions effectively
• 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
• Minimum of 2 (two) years experience in a customer-facing account management, support, or implementation role
• Experience with SaaS and/or purpose-built software applications, with a preference for experience in the healthcare industry and specifically 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