Partner Success Specialist

Job Description

Job Description

Job Title:Partner Success Specialist
Department:Human Biologics Division, with current focus on Donation-Transplant Business Unit
Reporting to:Senior Manager of Products and Services
Location:Baltimore, MD (hybrid, currently in office 3 days per week)
Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM local time Monday thru Friday. Flexibility of Working Hours dependent on location and assignment. Additional hours may be necessary as needed. This position is exempt from overtime.
Compensation: $55,000-$65,000 Depending 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 approximately 175 employees and two main offices (Baltimore & Los Angeles).

Overview:
Provide cutting-edge software solutions to save more lives through the miracle of transplantation: that’s our goal here.
And as the world’s leading provider of human biologics donation and transplantation (organ, tissue, eye, birth tissue, etc.) software, we’re incredibly proud that our modern, web-based solutions have already enabled millions of lives to be saved and healed around the globe.
It’s an exciting time for us. We not only have a steady and continually growing stream of new partners adopting use of our award-winning, secure cloud-based iTransplant® Platform, but we remain tireless in our journey to continually evolve and expand our portfolio of products - including the build-out of entirely new revolutionary clinical solutions to transform and improve this key space.
Which is why we need detail-oriented, service-minded people like you.
You’re likely a good fit here if:

• You prioritize Purpose (and Challenge and Autonomy) in your Career: You’re ready and willing to work extremely hard - but need it to be for a great and worthwhile cause.
• Helping Customers (who we call Partners) succeed with technology is your bread-and-butter: Providing first-class and white-glove service is what you do. You maintain a positive, empathetic, and professional attitude with our Partners who reach out to us for assistance with our technology offerings – typically front-line clinical and operations coordinators at organ procurement organizations, tissue banks, eye banks, and birth tissue acquisition agencies.
• You thrive in a dynamic Team Environment: You enjoy fast-paced environments and can multi-task and work independently. You are enthusiastic, proactive, team-oriented, and dedicated to fulfilling our Partner’s needs promptly and courteously. You raise teammates up with praise, while holding yourself accountable.
• You are a Problem Solver: The bigger the problem and challenge, the more you want to solve it. You enjoy rolling your sleeves up to think creatively and critically to navigate ambiguity, identify root issues, and formulate clear action plans and solutions.

Essential Functions:
As a detail-oriented and service-minded Partner Success Specialist, you will:

• Provide quality customer (partner) support, including answering customer inquiries via phone, email, and online ticketing systems.
• Record detailed customer and support information within established ticketing and customer databases and tools, all in compliance with established standards
• Engage with partners in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to partners in accordance with the company’s customer service policies and practices
• Utilizes Customer Service resources to provide high-level of consistent customer service.
• Communicates effectively with all departments, including Product, Customer Success, Account Management, Engineering, HR, Sales, and Marketing.
• Generate customer-facing documentation and content such as release notes, system release scheduling/tracking/confirmations, training videos, webinars, quick start guides, etc.
• Present status of assigned support initiatives and new product offerings in webinars and meetings to clients and other InVita departments
• Assist with tracking and reporting of efficacy of support functions
• Assist with product enhancement user stories as assigned
• Other duties as requested.

Qualifications:

• Bachelors or 4 year degree or equivalent professional experience
• 4+ years inbound (phone, email, and/or service management ticketing system based) Customer Service experience in a fast-paced environment with demonstrated commitment to providing exceptional customer support
• Excellent problem solving/troubleshooting skills
• High degree of comfort with web-based Software Systems
• Strong knowledge of standard MS Office suite (Outlook, Excel, PowerPoint and Word) and web-based SDLC collaboration tools (e.g., Atlassian platform)
• Strong client-facing presence, interpersonal skills, and written and spoken communication skills.
• Must be organized, detail-oriented, customer-focused, self-motivated, able to multitask, and be a team player
• Strong attention to detail, with emphasis on focus and organization.
• Clear and confident verbal communication
• Ability to perform independent internet research
• Ability to accurately type 45+ corrected words per minute
• Ability to work independently and prioritize assignments
• Ability to work under stressful conditions
• Must be reliable with very minimal attendance issues
• Knowledge of human biologics donation and transplantation, healthcare technology, and/or a clinical background is a plus, but not required

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 accommodation(s) 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.

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.

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