Customer Account Specialist, FOLIO

The Customer Account Specialist, FOLIO is responsible for managing a portfolio of customers and serving as the primary relationship manager, ensuring successful adoption, support, and continuous improvement of FOLIO solutions. Key responsibilities include:

1. Manage customer accounts by monitoring support cases, ensuring SLA compliance, and driving timely issue resolution.
2. Diagnose customer challenges, identify solutions, and coordinate with internal teams to address technical and service-related needs.
3. Conduct proactive customer meetings to provide updates on support cases, service issues, enhancement requests, and upcoming product releases.
4. Collaborate with product management, development, hosting, implementation, and support teams to advocate for customer priorities.
5. Develop and deliver internal training materials related to FOLIO capabilities for support and training teams.
6. Maintain internal documentation, FAQs, and knowledge resources to improve service efficiency.
7. Continuously refine customer service delivery approaches based on product changes, customer expectations, and operational improvements.
8. Evaluate competing priorities and business needs to provide thoughtful recommendations and solutions.
9. Communicate complex library and technical concepts clearly to both technical and non-technical audiences.
10. Adapt effectively to changing priorities and evolving customer requirements.

Requirements

• The ideal candidate is a customer-focused professional with experience in library systems, implementation, or information technology environments.
• You should have the ability to understand technical concepts, manage customer relationships, and collaborate effectively with cross-functional teams.
• 5+ years of experience in Integrated Library System (ILS) management, implementation, library technology, or a related field.
• Experience supporting customers, managing accounts, or providing customer success services.
• Ability to understand and communicate technical concepts to diverse audiences.
• Strong problem-solving, analytical, and organizational skills.
• Excellent written and verbal communication skills.
• Able to manage multiple priorities and adapt to changing business needs.
• Willingness to complete and successfully pass a Public Trust background check.
• Knowledge of related products, platforms, and API services is preferred.
• A Master’s degree in Library Science, Information Systems, or a related discipline is preferred.
• Experience as a systems librarian, data scientist, or similar technology-focused library professional is a plus.
• A current Public Trust background check is preferred.

Benefits

• Competitive compensation package and benefits designed to support employee well-being, professional growth, and work-life balance.
• Remote work flexibility with a hybrid option depending on proximity to designated office locations.
• Medical, dental, vision, life, and disability insurance coverage.
• Flexible spending account options.
• Paid parental leave.
• Paid holidays and paid time off (PTO).
• Mentoring programs and professional development opportunities.
• Opportunity to contribute to meaningful technology solutions supporting research and information access.