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

United States Advanced Network, Inc. (USAN) is a privately held corporation based in Norcross, Georgia. Founded in 1989, USAN has a 37‑year history of delivering carrier‑grade telecom solutions. Beginning with hosted IVR services, USAN has continually expanded its private cloud capabilities and product offerings. USAN’s multi‑channel customer engagement platform provides hosted IVR, ACD as SaaS, SMS/Text engagement, web‑based services, and social media customer interaction across platforms such as Facebook and Twitter. Today, the USAN cloud processes more than one billion transactions annually for some of the world’s largest enterprises. Our fifth‑generation, carrier‑grade network and platform architecture consistently delivers availability greater than 99.999 percent.

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