Remote FOLIO Customer Success Specialist

EBSCO Information Services; United States; On-site; USD 81,000 - 116,000; Full time

Job summary

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to be the primary support, success, and relationship manager for FOLIO customers. You will work with the FOLIO PM, Development, Hosting, and Implementation teams to understand needs and provide technical insight for support.

You will monitor casework, prepare customers for releases, provide status updates, train teams, and refine service delivery based on product revisions and customer feedback.

Qualifications

• Experience supporting library operations with an ILS and integrations.
• Ability to translate library workflows into effective system solutions.
• Willingness to undergo Public Trust background check.

Responsibilities

• Monitor casework for a group of customers and ensure SLA compliance by diagnosing problems and driving resolutions.
• Conduct proactive service meetings to prepare for FOLIO releases and provide status updates.
• Collaborate with internal teams to communicate, prioritize, and advocate for customers.
• Develop and deliver internal training on FOLIO capabilities and maintain internal FAQs.
• Refine service delivery based on product revisions and evolving customer needs.
• Evaluate factors to balance current and future business needs.
• Explain library and technical concepts to non-technical professionals.
• Adapt quickly to changing priorities and varied complexity.

Skills

System librarian

ILS configuration

Troubleshooting

Library workflows

API knowledge

Communication

Education

Master's degree in Library Science or Information Systems

Tools

APIs

Job description

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to be the primary support, success, and relationship manager for FOLIO customers. You will work with the FOLIO PM, Development, Hosting, and Implementation teams to understand needs and provide technical insight for support.

You will monitor casework, prepare customers for releases, provide status updates, train teams, and refine service delivery based on product revisions and customer feedback.