Customer Account Specialist

Title: Customer Account Specialist, FOLIO

Location: Remote, United States

Department: Customer Satisfaction

Position Type

Full-Time Regular

Remote

Yes

Job Description:

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

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

Pay Range

USD $80,985.00 - USD $115,690.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.

Our Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including:  

-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts  
-Retirement Savings Plan
-Paid Parental Leave 
-Holidays and Paid Time Off (PTO) 
-Mentoring program 

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.