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 and collaborating with internal teams to address customer needs.
Key responsibilities
- Monitor casework for a designated group of customers, diagnosing problems and driving timely resolutions
- Conduct proactive service meetings to prepare customers for FOLIO releases and provide updates on support cases
- Develop and deliver training on FOLIO capabilities to internal teams and maintain relevant documentation
Required qualifications
- 5+ years of experience 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 relevant experience
Complete Job Description
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