Customer Success Coordinator

USAN, Inc.

Customer Success Coordinator handling Amazon Connect customer relationships for a leading cloud contact center provider. Overseeing account health and collaborating with internal teams for customer success.

Posted 5/29/2026full-timeNorcross • 🇺🇸 United StatesJuniorWebsite

ATS Keywords

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Hard Skills

Amazon Connectcloud-based contact center platformscriptingAWS integrationsLambda functionsAPI Gatewaycontact center workforce managementquality managementanalytics toolsincident management

Soft Skills

communication skillscustomer relationship managementproblem-solvingcollaborationleadershiporganizational skillsproactive monitoringcustomer servicechange managementdocumentation

Tools & Technologies

ServiceNowAWSGenesys CloudFive9NICE CXoneITIL service managementproject management toolsincident management workflowschange management workflowsoperations documentation

Certifications & Qualifications

Bachelor's degreeAWS Certified Cloud PractitionerAWS Certified Solutions ArchitectAmazon Connect certificationITIL Foundations CertificationScrum Master certificationAgile certification

Industry Keywords

Service Level Agreements (SLAs)Operational Level Agreements (OLAs)Root Cause Analysis (RCA)Reason for Outage (RFO)customer successtechnical supportcustomer-facing technical rolecloud supportsolutions engineeringcontact center operations

Tech Stack

Tools & technologies

AWSCloudServiceNow

About the role

Key responsibilities & impact

Own the day-to-day technical relationship for a portfolio of Amazon Connect customers, serving as their go-to resource for questions, guidance, and escalations.
Proactively monitor customer environments and partner with internal teams to identify and resolve issues before they impact operations.
Lead regular customer service review meetings to report on platform health, open items, upcoming changes, and improvement opportunities.
Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring USAN meets its commitments on every account.
Act as Incident Manager during high-priority events — coordinating response, communicating status to customers, conducting after-action reviews, and delivering formal Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
Coordinate change management activities, ensuring all platform changes follow proper approval and communication processes for both USAN and the customer.
Advise customers on Amazon Connect best practices, new feature releases, and optimization strategies that align with their business goals.
Collaborate with USAN's engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
Create and maintain clear, accurate operations documentation, runbooks, and support playbooks for each assigned customer.
Identify and communicate customer expansion opportunities to the USAN customer success team based on evolving needs.

Requirements

What you’ll need

Bachelor’s degree, technical certification, or equivalent combination of education and related customer-facing technical support experience
1–3 years of experience in a customer-facing technical role, such as Technical Account Manager, Cloud Support Engineer, Solutions Engineer, or Contact Center Operations Manager
Demonstrated experience supporting or administering Amazon Connect or another cloud-based contact center platform (e.g., Genesys Cloud, Five9, NICE CXone)
Excellent written and verbal communication skills in English
AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, or an Amazon Connect-specific certification or accreditation preferred
ITIL Foundations Certification or experience applying ITIL service management principles preferred
Experience with contact center workforce management, quality management, or analytics tools preferred
Familiarity with scripting or basic development concepts in the context of AWS integrations (e.g., Lambda functions, API Gateway) preferred
ServiceNow experience for project, incident, and change management workflows preferred
Scrum Master or similar Agile certification preferred

Benefits

Comp & perks

Competitive compensation program
Outstanding benefits package (including medical, dental, vision and life)
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities