FOLIO Customer Success Specialist (Remote)

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

Benefits offered by this job

Medical, Dental, Vision, Life and Dis/

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services, Inc. is seeking a FOLIO Customer Account Specialist (CAS) to manage a group of library customers, serving as the primary support, success, and relationship manager for FOLIO workloads.

You will collaborate with the FOLIO PM, Development, Hosting, and Implementation teams to understand needs and provide technical insight. The role requires 5+ years as systems librarian or equivalent, strong ILS configuration knowledge, and experience with APIs, integrations, and vendor

Qualifications

• 5+ years of experience as a systems librarian or equivalent supporting library staff.
• Ability to translate library workflows into effective system solutions.
• Strong knowledge of ILS configuration, workflows, and administration.

Responsibilities

• Manage a group of customers and act as primary support, success, and relationship manager for FOLIO.
• Diagnose problems, drive timely resolutions, and ensure SLA compliance.
• Lead proactive service meetings and provide status updates on cases and enhancements.
• Collaborate with internal teams to communicate, prioritize, and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain docs.

Skills

Systems librarian

ILS administration

Library workflows

Customer support

Technical troubleshooting

Education

Master’s degree in Library Science or Information Systems

Tools

APIs

FOLIO

System integrations

EBSCO products

Job description

EBSCO Information Services, Inc. is seeking a FOLIO Customer Account Specialist (CAS) to manage a group of library customers, serving as the primary support, success, and relationship manager for FOLIO workloads.

You will collaborate with the FOLIO PM, Development, Hosting, and Implementation teams to understand needs and provide technical insight. The role requires 5+ years as systems librarian or equivalent, strong ILS configuration knowledge, and experience with APIs, integrations, and vendor