Customer Account Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee all casework for a designated group of clients, ensuring adherence to SLA by diagnosing issues, identifying solutions, and driving timely resolutions.

• Conduct proactive service meetings with clients to prepare them for upcoming FOLIO releases and provide updates on support cases, Service Issues, and Enhancement Requests.

• Collaborate with various internal teams to communicate, prioritize, and advocate for clients' needs.

• Create and deliver internal training sessions for both Support and Training teams on FOLIO functionalities, while also maintaining internal documentation (FAQs) related to FOLIO.

• Continuously refine the service delivery model for our FOLIO clients based on product updates, customer expectations, or improvements to current service methods.

• Assess multiple competing factors to make informed judgments and recommendations that balance current and future business requirements.

• Effectively communicate and present library and technical concepts to professionals without a technical background.

• Adapt swiftly and efficiently to changing priorities and complex conditions.

⛳️ Requirements

• A minimum of 5 years in ILS Management/Implementation or relevant Library experience.

• Ability to undergo and successfully complete a Public Trust background check.

• Technical expertise in EBSCO products and API services.

• Master’s degree in Library Science or Information Systems, coupled with experience as a systems librarian, data scientist, or in a related field.

• Current Public Trust Background Check required.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision, Life, and Disability Insurance, along with Flexible spending accounts.

• Retirement Savings Plan.

• Paid Parental Leave.

• Holidays and Paid Time Off (PTO).

• Mentoring program.