FOLIO Customer Success Specialist - Remote

EBSCO Information Services, Inc.; Montpelier (VT); Remote; USD 98,000 - 116,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plan

Paid parental leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services (EIS) seeks a FOLIO Customer Account Specialist to manage a group of customers as the primary support, success, and relationship manager for FOLIO. Collaborate with the PM, Development, Hosting, and Implementation teams to understand client needs and provide technical insight.

The role emphasizes remote work with on-site requirements within a 30‑mile radius of hub locations. Requires 5+ years as a systems librarian and strong ILS experience.

Qualifications

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

Responsibilities

• Monitor casework for a group of customers and ensure SLA compliance.
• Conduct proactive service meetings for upcoming FOLIO releases and status updates.
• Collaborate with internal teams to advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and FAQs.
• Refine service delivery models based on product revisions and feedback.
• Evaluate factors to balance business needs and provide recommendations.
• Explain library and technical concepts to non-technical stakeholders.
• Adapt quickly to changing priorities and varied complexity.

Skills

Systems librarian

ILS configuration

Library operations

Public Trust background

Education

Master’s degree in Library Science or Information Systems

Tools

APIs

FOLIO

EBSCO APIs

Job description

EBSCO Information Services (EIS) seeks a FOLIO Customer Account Specialist to manage a group of customers as the primary support, success, and relationship manager for FOLIO. Collaborate with the PM, Development, Hosting, and Implementation teams to understand client needs and provide technical insight.

The role emphasizes remote work with on-site requirements within a 30‑mile radius of hub locations. Requires 5+ years as a systems librarian and strong ILS experience.