Customer Account Specialist
Job Summary
The FOLIO Customer Account Specialist (CAS) will manage a specific group of customers and act as the primary customer support, success, and relationship manager for FOLIO customers. This position will handle all EBSCO related business with specific focus on FOLIO and work internally to understand customer needs and provide technical support. We are seeking dynamic, creative individuals with ILS management or library experience to help us achieve this mission.
Responsibilities
- Manage customer accounts and act as primary support for FOLIO
- Monitor casework and ensure SLA compliance
- Conduct proactive service meetings and status updates
- Collaborate with internal teams and develop training
Required Skills
- 5+ years in ILS Management/Implementation or Library experience
- Technical knowledge of EBSCO products and API services
- Master's degree in Library Science or Information Systems
- Willingness to clear a Public Trust background check
Job Details
Your Opportunity
The FOLIO Customer Account Specialist (CAS) will manage a specific group of customers and act as the primary customer support, success, and relationship manager for FOLIO customers. This position will handle all EBSCO related business with specific focus on FOLIO. The FOLIO CAS will work internally with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs, gain technical insight in order to provide support, and better understand FOLIO solutions.
What You'll Do
- Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions.
- Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests.
- Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers.
- Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs).
- Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis.
- Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs.
- Communicate and present library and technical concepts to non-technical professionals.
- Adjust quickly and effectively to changing priorities and conditions of varied complexity.
About You
- 5+ years in ILS Management/Implementation or Library experience
- Willingness to submit to and clear a Public Trust background check
What sets you apart
- Technical knowledge of EBSCO products and API services
- Master's degree in Library Science or Information Systems, with experience as a systems librarian, data scientist, or similar role.
- Current Public Trust Background Check