So the key responsibilities for the role of FOLIO Customer Account Specialist are managing a designated portfolio of customers that have undergone FOLIO implementation. The FOLIO Customer Account Specialist, or CAS, collaborates internally with FOLIO product managers, development, hosting, FOLIO sales management and implementation teams to meet customer needs. Their primary responsibilities include diagnosing problems and proposing solutions, monitoring all casework for a specific set of customers, conducting proactive service meetings with customers to provide updates on support cases, defects, and enhancement requests. They offer metric-driven support information that helps to identify areas of improvement and they prepare customers for upcoming FOLIO releases by providing insights on how these releases will impact them and their patrons. In addition to the FOLIO centric products, the FOLIO CAS team also has experience supporting the full suite of EIS products, including EBSCO Discovery Service, EBSCOhost research databases, eBooks, and Explora. The FOLIO CAS is introduced during implementation at the top of what we call dress rehearsal. So when the customer is working with their implementation coordinator, there is a point at which they start to prepare to go live. And our CAS is introduced at that first meeting so that they can assist with anything as the customer moves through dress rehearsal and prepares to go live with the product. The FOLIO CAS team helps to drive product value in a number of different ways in today's competitive marketplace. They absolutely drive the value of EBSCO products by working to resolve customer challenges, but also really serving as their advocates. They ensure that customer voices are heard throughout the enterprise. They help customers to fully leverage our solutions. And by gathering and raising that feedback, we help drive product innovation aimed at evolving customer needs and really developing even greater value in the future. So the communication walkthrough for the FOLIO CAS with customers as well as internal service teams is as follows: The customer should report all issues through our customer portal, EBSCO Connect, where they are logged as cases and assigned to the appropriate FOLIO CAS. The CAS reviews each issue, regardless of whether or not it's FOLIO related or non-FOLIO. They troubleshoot and resolve those issues to the best of their ability. If the CAS is unable to resolve the issue, it's escalated to the relevant internal team by creating a service issue for further triage. Once resolved, the CAS informs the customer, and throughout that entire process that FOLIO CAS is acting as the customer advocate. A customer should reach out to their FOLIO CAS whenever they experience any of the following: technical issues, when they experience problems using a product or service, if there's platform instability, error messages, or account login issues. Whenever there's a need for product or service information, so when they need more details about a product or service features, specifications or how to use it. And very simply when they have feedback and complaints, to provide feedback or raise a complaint about their experience with a product or service. Choose EBSCO because from a support perspective, we aim to go beyond being just a service provider. Our FOLIO CASs are fully dedicated to offering personalized, hands-on assistance, ensuring systems run smoothly and customers feel consistently supported. Our goal is to build lasting relationships where the CAS becomes deeply knowledgeable about the customer’s systems and serves as a familiar, trusted point of contact whenever support is needed.