Account Manager - Central

Steno; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Premium Medical, Dental, & Vision

Wellness/Mental Health benefits

Flexible Paid Time Off

Equity options

401(k) plan

Home office setup stipend

Job summary

Steno is seeking a customer success/account manager to serve as the primary day-to-day contact for assigned firms, delivering tailored, white-glove service. You will partner with Account Executives to align on priorities, review deposition orders, and triage scheduling.

You will own first-line issue resolution, communicate clearly, and use data to spot trends while educating clients on Steno’s products. This role supports core hours in the Central Timezone and may require after-hours coverage.

Qualifications

• 3+ years in account management, customer success, or customer service
• Client-first mindset delivering responsive, high-touch service
• Attention to detail and ability to spot discrepancies in job details and assignments
• Clear written and spoken communication, including difficult conversations
• Thrives in a fast-paced environment with competing deadlines
• Able to move between platforms and use data to spot trends
• Owns issues and sees them through to resolution
• Adaptable, collaborative, and comfortable with changing workload
• Available for core hours in the Central Timezone
• Available for after-hours coverage when needed

Responsibilities

• Be the primary day-to-day contact for assigned firms, delivering white-glove, personalized service shaped around each firm’s preferences and workflows
• Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
• Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
• Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they’re done
• Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
• Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
• De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
• Keep clients informed with proactive updates and get ahead of questions before they become concerns
• Share what you’re seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
• Educate clients on Steno’s products, services, and best practices, and flag opportunities for firms to get even more from our technology
• Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs

Skills

Account management

Customer success

Attention to detail

Communication

Time management

Data analysis

Ownership

Collaboration

After-hours availability

Central Timezone

Job description

On a regular basis you will

• Be the primary day-to-day contact for your assigned firms, delivering white-glove, personalized service shaped around each firm’s preferences and workflows
• Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
• Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
• Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they’re done
• Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
• Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
• De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
• Keep clients informed with proactive updates and get ahead of questions before they become concerns
• Share what you’re seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
• Educate clients on Steno’s products, services, and best practices, and flag opportunities for firms to get even more from our technology
• Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs

You’re gonna crush it if

• You have 3+ years of experience in account management, customer success, or customer service, preferably in the legal industry
• You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service
• You’re known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
• You communicate clearly and confidently in writing and by phone, including through difficult conversations
• You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
• You think critically, dig into root causes, and know when to elevate
• You’re comfortable moving between multiple platforms and using data to spot trends and make decisions
• You take ownership, hand off cleanly, and see issues through to resolutionYou're adaptable, collaborative, and energized by a changing workload
• You’re available to work core business hours in the Central Timezone
• You’re available to participate in after-hours coverage when needed

Compensation & Benefits

• Pay - $75,000-$85,000
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [e-mail].
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.
• Steno uses AI-assisted tools to help review applications and identify candidates whose experience aligns with the role. All hiring decisions are made by our People team, and a member of our team will personally reach out to candidates selected to move forward in the process.