The FOLIO Customer Account Specialist (CAS) will manage a specific group of customers and act as the primary customer support, success, and relationship manager for FOLIO customers. This position will handle all EBSCO related business with specific focus on FOLIO. The FOLIO CAS will work internally with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs, gain technical insight in order to provide support, and better understand FOLIO solutions.
What You'll Do- Monitor all casework on behalf of 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.
Your Team
Global Customer Satisfaction enjoys the flexibility and greater work life balance that working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a FOLIO Customer Account Specialist and your continued development and career growth at EIS.
About You- 5+ years of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent, with responsibility for supporting the operational and technical needs of library staff.
- 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, with the ability to investigate complex issues and identify appropriate solutions.
- 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.
What sets you apart
- Familiarity with EBSCO products, FOLIO, APIs, integrations, authentication, data exchange, and other technologies commonly used to connect library systems and services.
- Technical knowledge of EBSCO products and API services
- Master’s degree in Library Science or Information Systems, with experience as a systems librarian, data scientist, or similar role.
- Current Public Trust Background Check
Skills Required
- 5+ years of experience as a systems librarian, ILS administrator, library systems administrator, or equivalent supporting library staff operational and technical needs
- Ability to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate workflows into system solutions
- Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration
- Experience supporting multiple library operations areas, including circulation, acquisitions, cataloging/metadata, resource management, patron management, and system integrations
- Willingness to submit to and clear a Public Trust background check
- Familiarity with EBSCO products, FOLIO, APIs, integrations, authentication, and data exchange
- Technical knowledge of EBSCO products and API services
- Master's degree in Library Science or Information Systems, with experience as a systems librarian, data scientist, or similar role
- Current Public Trust background check
What We Do
EBSCO Information Services is the leading provider of information resources for institutions including discovery, journal and e-package services, research databases, e-books, digital archives, healthcare resources, corporate resources, readers’ advisory and more. EBSCO serves the research needs of academic institutions, schools and public libraries plus hospitals and medical institutions, corporations and government agencies. We are a stable, growing company and currently hiring across several business units. Please visit our careers website careers.ebsco.com to view the positions we have available company-wide.
