Customer Account Specialist

Job Summary

Managing a specific group of customers, the full-time Customer Account Specialist will serve as the primary support and relationship manager for FOLIO customers, ensuring SLA compliance, conducting proactive service meetings, and collaborating with internal teams to enhance customer experience.

Key responsibilities

• Monitor casework for a designated group of customers, ensuring timely resolution of issues
• Conduct proactive service meetings to prepare customers for FOLIO releases and provide updates on support cases
• Collaborate with internal teams to communicate and advocate for customer needs and refine service delivery models

Required qualifications

• 5+ years of experience in ILS Management/Implementation or library services
• 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, or equivalent experience