Note: The job is a remote job and is open to candidates in USA. EBSCO Information Services is a leader in providing a fully optimized research experience. The FOLIO Customer Account Specialist will manage customer relationships, providing support and success for FOLIO customers while collaborating with internal teams to enhance service delivery.
Responsibilities
- 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
Skills
- 5+ years in ILS Management/Implementation or Library experience
- Willingness to submit to and clear a Public Trust background check
- 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
Benefits
- 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.
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