Customer Success Coordinator - Hybrid - Norcross, GA

USAN•Norcross, GA

2d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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