Customer Account Specialist, FOLIO

About the role

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 a 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.

Responsibilities

• 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).
• Refined 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.

Requirements

• 5+ years in ILS Management/Implementation or Library experience
• Willingness to submit to and clear a Public Trust background check

Qualifications

• 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.

Skills

• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Experience with customer service and support
• Knowledge of library systems and workflows

Pay

USD $80,985.00 - USD $115,690.00 /Yr.

Schedule

Remote Work Model