Clinical Software Product Specialist - Baltimore, MD

Job Title:  Clinical Software Product Specialist · Department:  Blood Management · Reporting To: Manager of Compliance Products · Location:  Baltimore, MD. This is a hybrid role with 3-days per week required to be worked in the Baltimore, MD office. · Hours of Work:  Typical hour ...

Job description

Job Title:  Clinical Software Product Specialist

Department:  Blood Management

Reporting To: Manager of Compliance Products

Location:  Baltimore, MD. This is a hybrid role with 3-days per week required to be worked in the Baltimore, MD office.

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

Compensation:  $70,000 to $90,000 annually (to commensurate with experience)

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 Clinical Software Product Specialist plays a key role in helping our partners get the most out of InVita's Blood & Plasma Management Compliance 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
• You 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.

·       You are a Natural Leader and Team Player: You don't need formal authority to successfully rally cross-functional teams around a well-communicated goal and plan. You don't need the winning idea to be your idea you need it to be the best idea. You raise teammates up with both praise and effectively communicated feedback for improvement, while holding yourself accountable for team missteps

• You serve with the golden rule: You serve with empathy and deliver excellent, thoughtful, and proactive support
• You help people adopt technology: You are a go-to that helps users fully leverage software applications to be more efficient and effective
• You love problem-solving: You enjoy tackling complex challenges and thinking creatively
• You excel in collaboration and organization: You foster partnership and manage multiple priorities, communicate clearly, and follow through
• You 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 five (5) 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

·       Interpret accrediting agency standards or guidelines for testing programs and translate the requirements into policies and procedures.

• 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
• Ability to work both independently and collaboratively in a fast-paced, deadline-driven environment.

Highly Desirable:

• Experience in blood banking, transfusion medicine, or healthcare systems (BECS, CRM, QMS, EMR/EHR).

·       Advanced knowledge of Immunohematology Reference Lab (IRL) and/or blood banking systems and practices. Specifically:

o   Mastery of simple to complex antibody identification, compatibility testing, antigen negative units, red blood cell genotyping, centralized transfusion services, flow cytometry services and specialized platelet matching services

o   Knowledge of serologic testing platforms and resources

o   Understanding of red cell genotyping for patient and donor phenotype determination

o   Knowledge of the collection of frozen rare reagent cells for complex antibody identification studies

o   Understanding clinical trial studies.

• Hands-on experience with planning and running client workshops, JAD sessions, webinars, and conferences.
• Proficiency with the Atlassian platform (Jira, Confluence, Service Desk).

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 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 at a computer may be required.

·       Additionally, the employee is regularly required to talk or hear.

·       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 lit and/or move up to 15 pounds.

·       Specific vision abilities required by this position include close, distance, color, peripheral, and the ability to adjust focus.

·       The noise level in the work environment is usually moderate.

·       Ability to travel to customer sites.

·       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. InVita is an E-Verify employer.

 

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.