• 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.