FOLIO Customer Success Specialist - Remote

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

Benefits offered by this job

Medical, Dental, Vision

Retirement Savings Plan

Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is hiring a FOLIO Customer Account Specialist to manage a portfolio of FOLIO customers and serve as the primary support, success, and relationship manager. You will work with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs and translate library workflows into effective system solutions.

You will collaborate to maintain SLA adherence, deliver internal training, and refine service delivery as products and priorities evolve.

Qualifications

• 5+ years of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent.
• Ability to translate library workflows into effective system solutions.
• Strong working knowledge of ILS configuration and system administration.
• 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.
• Conduct proactive service meetings to prepare for FOLIO releases and provide status updates.
• Collaborate with internal teams to advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain documentation.
• Refine service delivery models based on product changes and customer needs.
• Evaluate factors to balance business needs and provide sound recommendations.
• Explain library and technical concepts to non-technical stakeholders.
• Adapt quickly to changing priorities.

Job description

EBSCO Information Services is hiring a FOLIO Customer Account Specialist to manage a portfolio of FOLIO customers and serve as the primary support, success, and relationship manager. You will work with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs and translate library workflows into effective system solutions.

You will collaborate to maintain SLA adherence, deliver internal training, and refine service delivery as products and priorities evolve.