Customer Account Specialist, FOLIO

EBSCO Information Services • Hartford, CT • 5h ago

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 in ILS Management/Implementation or Library experience

Willingness to submit to and clear a Public Trust background check

What sets you apart

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.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position's work location.

Our Hybrid Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including:??

-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?

And much more! Check it out here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Not seeing the perfect job?

Join the EBSCO talent community to receive updates on new opportunities that align with your skills and interests - register using the links below:

Experienced Talent Community (https://talent.ebsco.com/exp/talentcommunity/form)

Early Career/Intern Talent Community

Location US-Remote

ID 2026-2045

Category Customer Satisfaction

Position Type Full-Time Regular

Remote Yes

Similar Jobs

Administrative Assistant

PDS Tech Commercial • Hartford, CT • 51min ago

Management & Administrative

Be the Driving Force Behind an Exceptional Candidate Experience - Join a Leader in Aviation as an Administrative Assistant / Talent Acquisition Coordinator Location: Remote Job Type: Full-Time Consultant (12-Month Assign...

51min ago

Go to Apply

Associate Education Consultant (35 Hour)

State of Connecticut, Department of Administrative Services • Hartford, CT • 2h ago

Management & Administrative

Associate Education Consultant (35 Hour) Recruitment # 260706-0950EA-001 Location Hartford, CT Date Opened 7/9/2026 12:00:00 AM Salary $111,174 - $147,171/year ( New hires to state service start at the minimum) Job Type...

2h ago

Go to Apply

PW1100G-JM Customer Technical Services - Mechanical Systems & Externals Principal Engineer - Onsite

RTX Corporation • East Hartford, CT • 2h ago

Management & Administrative

Date Posted: 2026-07-07 Country: United States of America Location: US-CT-EAST HARTFORD-OBG ~ 400 Main St ~ BLDG OBG Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: Must be autho...

2h ago

Go to Apply

Customer Service Representative

DATTCO • New Britain, CT • 18h ago

Management & Administrative

Customer Service Representative Department: Coach & Tour Location: New Britain, CT Salary: $0 - $0 Career Site : Dattco START YOUR APPLICATION ( https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=...

18h ago

Go to Apply

Customer Service Representative

Sila Services • Portland, CT • 18h ago

Management & Administrative

Job description: Customer Service Representative Absolute Air Services is Portland, CT's expert heating and cooling company. We offer heating and air conditioning services in and around Portland. Absolute Air believes th...

18h ago

Go to Apply

Major Account Manager

Palo Alto Networks • Hartford, CT • 19h ago

Management & Administrative

Our Mission At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology an...

19h ago

Go to Apply

Security Account Manager

Allied Universal • Hartford, CT • 19h ago

Management & Administrative

Company Overview: Allied Universal®, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative...

19h ago

Go to Apply

Operations Manager

CVS Health • Cheshire, CT • 22h ago

Management & Administrative

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate...

22h ago

Go to Apply

Afterhours Utilization Management Representative I

Elevance Health • Wallingford, CT • 23h ago

Management & Administrative

Afterhours Utilization Management Representative I Location : This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This ap...

23h ago

Go to Apply

Administrative Assistant 6

Belcan • Hartford, CT • 1d ago

Management & Administrative

Administrative Assistant 6 Job Number: 366311 Category: Administrative Description: Job Title: Administrative Assistant 6 Location: Hartford, CT Zip Code: 06101 Duration: 12 Months Pay Rate: $25.50/hr. Keyword's: #Hartfo...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)