Customer Account Specialist

Job Summary

Managing a specific group of customers, the full-time Customer Account Specialist will act as the primary support and relationship manager for FOLIO clients, ensuring SLA compliance and collaborating with internal teams to address customer needs remotely.

Key responsibilities

• Monitor casework for 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 internal training on FOLIO capabilities and maintain internal documentation

Required qualifications

• 5+ years of experience as a systems librarian, ILS administrator, or equivalent role
• Strong working knowledge of ILS configuration, workflows, and troubleshooting
• Experience supporting various functional areas of library operations through an ILS
• Ability to work directly with library staff to understand operational needs and translate workflows into system solutions
• Willingness to submit to and clear a Public Trust background check