Customer Account Specialist Job Huntsville area,Alabama USA,IT/Tech

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

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)

Core Competencies

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 Management
EBSCO Products Knowledge
FOLIO Implementation
Public Trust Background Check
Library Science Degree

ATS Optimization Keywords Hard Skills

ILS Management
Problem Diagnosis
Solution Identification
Service Level Agreement Compliance
Technical Communication

Soft Skills

Collaboration
Adaptability
Proactive Communication

Certifications & Qualifications

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

Industry Keywords

Library Management
Customer Support
Service Delivery Model
Continuous Improvement

Tools & Technologies

FOLIO
EBSCO API Services

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