Customer Account Specialist

Manage a specific group of FOLIO customers as primary customer support, success, and relationship manager Handle EBSCO-related business with a specific focus on FOLIO Monitor all casework for assigned customers and ensure SLA compliance Diagnose problems, identify solutions, and drive issues to timely resolutions Conduct proactive service meetings regarding upcoming FOLIO releases, support cases, Service Issues, and Enhancement Requests Collaborate with internal organizations to communicate, prioritize, and advocate for customers Develop and deliver internal training to Support and Training teams on FOLIO capabilities Maintain FOLIO internal documentation and FAQs Refine the service delivery model based on product revisions, customer expectations, and continuous improvement goals Evaluate competing factors and make recommendations balancing current and anticipated business needs Communicate and present library and technical concepts to non-technical professionals Adapt to changing priorities and conditions of varied complexity Requirements 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 (sets candidate apart) Current Public Trust Background Check (sets candidate apart) Core Competencies Demonstrates expertise in managing customer relationships and support for FOLIO, with a strong focus on EBSCO products and API services. Capable of delivering training, maintaining documentation, and adapting service delivery models to meet evolving customer needs. Highest-signal resume keywords Customer Relationship Management EBSCO Products Knowledge FOLIO Implementation Public Trust Background Check Library Science Degree ATS Optimization Keywords Hard Skills ILS Management Problem Diagnosis Solution Identification Service Level Agreement Compliance Technical Communication Soft Skills Collaboration Adaptability Proactive Communication Certifications & Qualifications Master’s Degree in Library Science Master’s Degree in Information Systems Industry Keywords Library Management Customer Support Service Delivery Model Continuous Improvement Tools & Technologies FOLIO EBSCO API Services #J-18808-Ljbffr Jobtailor