Customer Success Coordinator - Hybrid - Norcross, GA

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This hybrid role requires on‑site presence at the Norcross HQ twice per week.

USAN is looking for a Customer Success Coordinator to join our growing Customer Success team. Reporting directly to the Director of Customer Success, this role is critical in keeping our Amazon Connect customers supported, informed, and moving forward. You'll serve as an operational backbone for the team — managing cases, coordinating follow-ups, and ensuring nothing falls through the cracks — so our Customer Success Directors and Technical Account Managers can stay focused on high-impact, customer-facing work. 

This is an excellent opportunity for someone early in their customer success or account management career who wants hands-on exposure to cloud contact center technology and a clear path toward advancement. 

What You'll Do 

• Prepare and maintain customer summaries, meeting notes, and action items

• Coordinate scheduling for customer QBRs, check-ins, and internal meetings
  

• Assist in preparing customer-facing materials such as status reports, meeting recaps, and QBR support documentation
  

• Monitor customer account activity and flag potential risks or trends to the Director of Customer Success
  
• Assist in building and maintaining customer-facing and internal dashboards that reflect account health, case volume, and key success metrics
• Pull and compile regular reports on customer activity, open issues, and team performance to support data-driven decision-making by the Director of Customer Success
  
• Contribute to process improvements that increase team efficiency and improve the customer experience
• Track account health metrics and expansion opportunities
  
• Support the Director with stakeholder communication, data compilation, and project management

• Create and maintain Amazon ACE opportunities and monitoring funding requests for approvals and claims submissions  

• Liaison between Customer Success, Product Development, and Support on customer requests

• Track customer escalated tickets and ensure timely resolution or escalation 

• Tracking of Amazon Connect Features for assessment by USAN technical teams 

Why Join USAN 

• Clear career progression: Customer Success Coordinator → Associate Customer Success Manager → Customer Success Manager 

• Direct mentorship from an experienced Customer Success Director and TAM team 

• Hands-on exposure to Amazon Connect and leading CCaaS technology 

• Collaborative, hybrid work environment 

Qualifications: 

• Bachelor's degree in Business, Communications, or related field 

• 2+ years experience in a customer success, account management, technical support, or related customer-facing role 

• Proficiency in Microsoft Office, HubSpot a plus 

• Strong organizational and project management skills 

• Clear, professional written and verbal communication 

• Ability to prioritize multiple tasks and work independently 

• Detail-oriented with a customer-first mindset 

• A proactive mindset -  you follow up, close the loop, and don't wait to be asked twice 

• Ability to work cross-functionally and build positive relationships with both customers and internal stakeholders 

• Eagerness to learn contact center technology, including Amazon Connect 

Preferred Qualifications

• Experience in SaaS or B2B customer success 

• Familiarity with contact center metrics (AHT, CSAT, FCR, RPT) 
  Familiarity with customer metrics (NRR, churn, CSAT, adoption) 
• Experience with Amazon Connect or other cloud migrations or technical implementations

Job Benefits

• Healthcare benefits
• 401(k) plan
• Paid company holidays
• Paid vacation
• Business casual work environment
• Annual performance‑based bonus program
  

Company Description

United States Advanced Network, In. (USAN) is a privately held corporation based out of Norcross, GA (a suburb of Atlanta, GA).  USAN is an AWS Advanced Tier Partner specializing in Amazon Connect, helping organizations design and deploy scalable, AI-driven customer interactions that accelerate time to value and maximize ROI. With over 35 years of deep contact center expertise, USAN delivers modern agentic CX solutions and a white-glove approach to optimizing and managing cloud contact center environments through its managed services.   

For more information, please visit us at www.usan.com