Remote FOLIO Customer Success Specialist

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

Benefits offered by this job

Medical Insurance

Retirement Savings Plan

Paid Parental Leave

PTO (Paid Time Off)

Mentoring program

Job summary

EBSCO Information Services, Inc. is seeking a FOLIO Customer Account Specialist to manage a group of customers as the primary support and relationship manager.

You will work with internal teams to understand customer needs, provide technical insight, and ensure high-quality service delivery for FOLIO solutions. The role emphasizes SLA-driven case management, proactive client meetings, and collaboration across multiple internal groups.

Qualifications

• 5+ years of experience serving as a systems librarian or equivalent.
• Experience supporting multiple functional areas of library operations through an ILS.
• Ability to translate library workflows into effective system solutions.
• Strong knowledge of ILS configuration, workflows, troubleshooting, and system administration.

Responsibilities

• Monitor casework for a group of customers and ensure SLA compliance.
• Conduct proactive service meetings with customers for updates and upcoming releases.
• Collaborate with internal teams to communicate and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain documentation.
• Refine service delivery models based on product revisions and customer feedback.
• Present library and technical concepts to non-technical stakeholders.

Skills

Systems librarian

ILS administrator

Library workflows

Library systems

Education

MLS/MSIS degree

Tools

APIs

Job description

EBSCO Information Services, Inc. is seeking a FOLIO Customer Account Specialist to manage a group of customers as the primary support and relationship manager.

You will work with internal teams to understand customer needs, provide technical insight, and ensure high-quality service delivery for FOLIO solutions. The role emphasizes SLA-driven case management, proactive client meetings, and collaboration across multiple internal groups.