Customer Account Specialist, FOLIO

Embedded Shishya; Deutschland; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to manage a group of customers and serve as the primary support, success, and relationship manager for FOLIO accounts. You will work with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs and provide technical insight for effective support.

You will monitor cases, run proactive service meetings, train teams on FOLIO capabilities, and continually refine service delivery to align with

Qualifikationen

• 5+ years in ILS Management/Implementation or Library experience.
• Master's degree in Library Science or Information Systems.
• Current Public Trust Background Check.

Aufgaben

• Monitor casework and ensure SLA compliance by diagnosing problems and driving timely resolutions.
• Perform proactive service meetings with customers to provide status updates and discuss enhancements.
• Collaborate with internal teams to communicate, prioritize, and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain internal documentation.
• Refine the service delivery model based on product revisions and customer feedback.
• Evaluate multiple factors to balance current and future business needs.
• Explain library and technical concepts to non-technical professionals.
• Adjust to changing priorities and complexity.

Kenntnisse

ILS Management

Implementation

Library experience

APIs

Ausbildung

Master's degree in Library Science or Information Systems

Tools

APIs

Jobbeschreibung

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we're driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information - when, where and how people need it. We're seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

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.

Your Team

Global Customer Satisfaction enjoys the flexibility and greater work life balance that working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a FOLIO Customer Account Specialist and your continued development and career growth at EIS.

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

Pay Range

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