FOLIO Customer Success Specialist — Remote

EBSCO Information Services, Inc.; Augusta (ME); Remote; USD 81,000 - 116,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

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

Remote-friendly, candidates within 30 miles of hub offices may be onsite periodically; otherwise this role is fully remote.

Qualifications

• 5+ years experience as a systems librarian or library IT admin.
• Translate library workflows into effective system solutions.
• Strong knowledge of ILS configuration, workflows and troubleshooting.
• Experience supporting multiple library operations via an ILS.
• Willingness to clear a Public Trust background check.

Responsibilities

• Monitor casework for a group of customers and ensure SLA compliance.
• Hold proactive service meetings to update on releases and support cases.
• Collaborate with internal teams to communicate and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities.
• Refine service delivery based on product revisions and feedback.
• Evaluate factors to balance business needs and customer impact.
• Explain library and technical concepts to non-technical staff.
• Adapt quickly to changing priorities and complexity.

Skills

Systems librarian

ILS administrator

Library systems

Troubleshooting

Education

Master’s degree in Library Science or Information Systems

Tools

FOLIO

APIs

Integrations

Authentication

Data exchange

Job description

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

Remote-friendly, candidates within 30 miles of hub offices may be onsite periodically; otherwise this role is fully remote.