Remote FOLIO Customer Success Specialist

EBSCO Information Services, Inc.; Salt Lake City (UT); Remote; USD 81,000 - 116,000; Full time

Benefits offered by this job

Medical Insurance

Retirement Plan

Paid Parental Leave

PTO & Holidays

Job summary

EBSCO Information Services (EIS) seeks a FOLIO Customer Account Specialist to manage a defined group of customers, acting as the primary support, success, and relationship manager for FOLIO clients.

The CAS collaborates with product, development, hosting, and implementation teams to understand customer needs, gain technical insight, and deliver effective support and training. Remote-friendly with hybrid options.

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 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 all casework for a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions.
• Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests.
• Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers.
• Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs).
• Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis.
• Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs.
• Communicate and present library and technical concepts to non-technical professionals.
• Adjust quickly and effectively to changing priorities and conditions of varied complexity.

Skills

ILS configuration

Troubleshooting

Library operations

Customer-focused support

Background check clearance

Education

Master’s degree in Library Science or Information Systems

Tools

FOLIO

APIs

Integrations

Authentication

Data exchange

Job description

EBSCO Information Services (EIS) seeks a FOLIO Customer Account Specialist to manage a defined group of customers, acting as the primary support, success, and relationship manager for FOLIO clients.

The CAS collaborates with product, development, hosting, and implementation teams to understand customer needs, gain technical insight, and deliver effective support and training. Remote-friendly with hybrid options.