FOLIO Customer Success Lead - Remote

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 (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.