Remote FOLIO Customer Success Specialist

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

Benefits offered by this job

Medical Insurance

Retirement Plan

Parental Leave

PTO & Holidays

Mentoring program

Job summary

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to manage a group of library customers, acting as the primary support and relationship manager. You will coordinate with the FOLIO PM, Development, Hosting, and Implementation teams to address needs and provide effective FOLIO solutions.

Experience with library systems, ILS administration, and API integrations is essential. This remote role offers flexible collaboration with on-site options around hub locations.

Qualifications

• 5+ years of experience serving 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.
• 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 and ensure SLA compliance by diagnosing problems and driving timely resolutions.
• Perform proactive service meetings with customers to prepare for FOLIO releases and provide status updates on cases and requests.
• Collaborate with internal teams to communicate, prioritize, and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain internal documentation.
• Refine the service delivery model based on product revisions or changing customer expectations.
• Evaluate factors to form sound judgments balancing business needs and customer impact.
• Explain library and technical concepts to non-technical professionals.
• Adapt quickly to changing priorities and complex situations.

Skills

Systems librarian

Stakeholder engagement

ILS configuration

ILS workflows

Background check

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 group of library customers, acting as the primary support and relationship manager. You will coordinate with the FOLIO PM, Development, Hosting, and Implementation teams to address needs and provide effective FOLIO solutions.

Experience with library systems, ILS administration, and API integrations is essential. This remote role offers flexible collaboration with on-site options around hub locations.