客户账户专员，FOLIO
Customer Account Specialist, FOLIO
EBSCO Information Services (EBSCO) 提供一个完全优化的研究体验，无缝集成到强大的发现平台中，以满足最终用户的信息需求并最大化研究体验。总部位于马萨诸塞州伊普斯维奇，EBSCO 在全球拥有超过 2700 名员工，大多数采用混合或远程办公模式。作为一家具备人工智能功能的服务领导者，我们致力于创新、前瞻性策略以及卓越团队的奉献精神。在 EBSCO，我们致力于激发、赋能和支持研究。我们的使命是通过提供可靠且相关的信息来改变人们的生活——在人们需要的时间、地点和方式。我们正在寻找充满活力、富有创造力的个人，他们的多元视角将帮助我们实现这一全球性、包容性的使命。加入我们，一起创造影响。
你的机会
FOLIO 客户账户专员（CAS）将负责特定客户群体，并作为 FOLIO 客户的主要客户支持、成功和关系经理。该职位将处理与 EBSCO 相关的所有业务，重点关注 FOLIO。FOLIO CAS 将与 FOLIO 项目经理、开发、托管和实施团队内部协作，以了解客户需求，获得技术洞察，以便提供支持，并更好地理解 FOLIO 解决方案。
你将负责
- 代表特定客户群体监控所有工单，并通过诊断问题、识别解决方案并推动问题及时解决来确保 SLA 合规。
- 与客户进行主动服务会议，为即将到来的 FOLIO 版本做准备，并提供支持工单、服务问题和增强请求的状态更新。
- 与其他内部组织合作，代表客户进行沟通、优先排序和倡导。
- 为支持和培训团队提供关于 FOLIO 功能的内部培训，并维护 FOLIO 内部文档（FAQ）。
- 根据产品修订、客户期望或改进当前服务交付方法，持续优化对 FOLIO 客户的服务交付模式。
- 评估多种竞争因素，形成合理的判断和建议，平衡当前和预期的业务需求。
- 向非技术人员传达和展示图书馆和技术概念。
- 快速有效地适应各种复杂程度的变化优先级和条件。
你的团队
全球
查看英文原文
EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.Your Opportunity
The FOLIO Customer Account Specialist (CAS) will manage a specific group of customers and act as the primary customer support, success, and relationship manager for FOLIO customers. This position will handle all EBSCO related business with specific focus on FOLIO. The FOLIO CAS will work internally with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs, gain technical insight in order to provide support, and better understand FOLIO solutions.
What You'll Do
- Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions.
- Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests.
- Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers.
- Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs).
- Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis.
- Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs.
- Communicate and present library and technical concepts to non-technical professionals.
- Adjust quickly and effectively to changing priorities and conditions of varied complexity.
Your Team
Global Customer Satisfaction enjoys the flexibility and greater work life balance that working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a FOLIO Customer Account Specialist and your continued development and career growth at EIS.
About You
- 5+ years of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent, with responsibility for supporting the operational and technical needs of library staff.
- Ability to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate library workflows into effective system solutions.
- Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration, with the ability to investigate complex issues and identify appropriate solutions.
- Experience supporting multiple functional areas of library operations through an ILS, such as circulation, acquisitions, cataloging/metadata, resource management, patron management, and system integrations.
- Willingness to submit to and clear a Public Trust background check.
What sets you apart
- Familiarity with EBSCO products, FOLIO, APIs, integrations, authentication, data exchange, and other technologies commonly used to connect library systems and services.
- 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.
- Current Public Trust Background Check
Pay Range
USD $80,985.00 - USD $115,690.00 /Yr.Originally posted on Himalayas