Customer Specialist

• 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

FOLIO customer account specialist supporting library technology customers for EBSCO’s research-information platform

Customer Account Specialist

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

• Offer support over multiple channels including livechat, email, phone, and social media platforms.
• Provide troubleshooting and product education to customers.
• Collaborate with team members on special projects to improve customer experience.
• Proactively educate customers on best practices and advocate for process enhancements in the CS department.

Customer Solutions Specialist at AWeber providing customer support and education

Customer Solutions Specialist – Second Shift

Customer Solutions Specialist at AWeber offering support via multiple channels. Engaging with small business owners to help grow their marketing strategies and improve customer success.

Customer Specialist jobs in Massachusetts

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Customer Account Specialist

Customer Solutions Specialist – Second Shift