Customer Account Specialist, FOLIO

EBSCO; United States; Remote; USD 81,000 - 116,000; Full time

Benefits offered by this job

Remote work options

Job summary

EBSCO Information Services (EIS) 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 users. You will collaborate with the FOLIO PM, Development, Hosting, and Implementation teams to understand needs and provide technical insight for effective support.

The role emphasizes SLA management, proactive engagement, and ongoing training for internal teams.

Qualifications

• 5+ years of experience as a systems librarian, ILS administrator, library systems administrator, or equivalent.
• Ability to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate library workflows into effective system solutions.
• Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration, with the ability to investigate complex issues and identify appropriate solutions.
• Experience supporting multiple functional areas of library operations through an ILS, such as circulation, acquisitions, cataloging/metadata, resource management, patron management, and system integrations.
• Willingness to submit to and clear a Public Trust background check.

Responsibilities

• Monitor casework for a specific group of customers and ensure SLA compliance by diagnosing problems and driving timely resolutions.
• Perform proactive service meetings with customers to prepare for upcoming FOLIO releases and provide status updates on cases and enhancements.
• Collaborate with internal teams to communicate, prioritize, and advocate on behalf of customers.
• Develop and deliver internal training to Support and Training teams on FOLIO capabilities and maintain internal documentation.
• Refine the service delivery model for FOLIO customers based on product revisions or changing expectations, to improve delivery methods.
• Evaluate competing factors to form sound judgments balancing current and future business needs.
• Communicate and present library and technical concepts to non-technical professionals.
• Adjust quickly to changing priorities and varied complexity.

Skills

Systems librarian

ILS administrator

Library workflows

Troubleshooting

Education

Master’s degree in Library Science or Information Systems

Tools

APIs

Integrations

Authentication

Data exchange

Job description

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 of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent, with responsibility for supporting the operational and technical needs of library staff.
• Ability to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate library workflows into effective system solutions.
• Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration, with the ability to investigate complex issues and identify appropriate solutions.
• Experience supporting multiple functional areas of library operations through an ILS, such as circulation, acquisitions, cataloging/metadata, resource management, patron management, and system integrations.
• Willingness to submit to and clear a Public Trust background check.

What sets you apart

• Familiarity with EBSCO products, FOLIO, APIs, integrations, authentication, data exchange, and other technologies commonly used to connect library systems and services.
• 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.