Customer Account Specialist

EBSCO Information Services

FOLIO Customer Account Specialist managing support and relationships for library customers. Improving service delivery across EBSCO’s AI-enabled research-information platform.

Posted 8/10/2026full-timeAlabama, Massachusetts, New Hampshire • 🇺🇸 United StatesMid-LevelSenior💰 $80,985 - $115,690 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer relationships and support for FOLIO, with a strong focus on EBSCO products and API services. Capable of delivering training, maintaining documentation, and adapting service delivery models to meet evolving customer needs.

Highest-signal resume keywords

Customer Relationship ManagementEBSCO Products KnowledgeFOLIO ImplementationPublic Trust Background CheckLibrary Science Degree

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ILS ManagementProblem DiagnosisSolution IdentificationService Level Agreement ComplianceTechnical Communication

Soft Skills

CollaborationAdaptabilityProactive Communication

Tools & Technologies

FOLIOEBSCO API Services

Certifications & Qualifications

Master’s Degree in Library ScienceMaster’s Degree in Information Systems

Industry Keywords

Library ManagementCustomer SupportService Delivery ModelContinuous Improvement

About the role

Key responsibilities & impact

Manage a specific group of FOLIO customers as primary customer support, success, and relationship manager
Handle EBSCO-related business with a specific focus on FOLIO
Monitor all casework for assigned customers and ensure SLA compliance
Diagnose problems, identify solutions, and drive issues to timely resolutions
Conduct proactive service meetings regarding upcoming FOLIO releases, support cases, Service Issues, and Enhancement Requests
Collaborate with internal organizations to communicate, prioritize, and advocate for customers
Develop and deliver internal training to Support and Training teams on FOLIO capabilities
Maintain FOLIO internal documentation and FAQs
Refine the service delivery model based on product revisions, customer expectations, and continuous improvement goals
Evaluate competing factors and make recommendations balancing current and anticipated business needs
Communicate and present library and technical concepts to non-technical professionals
Adapt to changing priorities and conditions of varied complexity

Requirements

What you’ll need

5+ years 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 experience as a systems librarian, data scientist, or similar role (sets candidate apart)
Current Public Trust Background Check (sets candidate apart)

Benefits

Comp & perks

Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
Retirement Savings Plan
Paid Parental Leave
Holidays and Paid Time Off (PTO)
Mentoring program
Remote work for candidates outside the 30-mile radius of hub offices
Training and support
Continued development and career growth