Customer Account Specialist, FOLIO

New

Based in the United StatesFull-TimeMiddle

Salary80,985 - 115,690 USD per year

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Job Details

5+ years of experience in Integrated Library System (ILS) management, implementation, library technology, or a related field.
Experience supporting customers, managing accounts, or providing customer success services.
Ability to understand and communicate technical concepts to diverse audiences.
Strong problem-solving, analytical, and organizational skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities and adapt to changing business needs.
Willingness to complete and successfully pass a Public Trust background check.
Knowledge of related products, platforms, and API services is preferred.
Master’s degree in Library Science, Information Systems, or a related discipline is preferred.
Experience as a systems librarian, data scientist, or similar technology-focused library professional is a plus.

Manage customer accounts by monitoring support cases, ensuring service-level agreement (SLA) compliance, and driving timely issue resolution.
Diagnose customer challenges, identify solutions, and coordinate with internal teams to address technical and service-related needs.
Conduct proactive customer meetings to provide updates on support cases, service issues, enhancement requests, and upcoming product releases.
Collaborate with product management, development, hosting, implementation, and support teams to advocate for customer priorities.
Develop and deliver internal training materials related to FOLIO capabilities for support and training teams.
Maintain internal documentation, FAQs, and knowledge resources to improve service efficiency.
Continuously refine customer service delivery approaches based on product changes, customer expectations, and operational improvements.

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