Customer Account Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $81k - $115.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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EBSCO Information Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

📚 Education

🤝 B2B

☁️ SaaS

Education • B2B • SaaS

EBSCO Information Services is a provider of research databases and ebooks, facilitating access to scholarly content through its platform, EBSCOhost. The company focuses on helping users discover reliable articles and research materials across various topics, supporting institutions in their research initiatives. With a commitment to accessibility and corporate responsibility, EBSCO offers tools for effective research and aims to foster a carbon-neutral environment.

📋 Description

• 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.

🎯 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. • Current Public Trust Background Check

🏖️ Benefits

• 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