Senior Account Manager - West

Steno; United States; À distance; USD 85 000 - 95 000; Plein temps

Avantages offerts par ce poste

Premium Medical, Dental, & Vision

401(k) with company match

Home office setup with internet/phone

Monthly stipend for internet and phone

Résumé du poste

Steno is seeking a results-driven Account Manager to serve AmLaw firms with high-touch, tailored support. You will be the day-to-day contact, ensuring their preferred workflows are respected and deadlines are met.

Collaborating with Account Executives, you will monitor scheduling, resolve issues, and translate client feedback into improvements. The role rewards a client-first mindset, sharp attention to detail, and the ability to juggle urgent requests across multiple platforms.

Qualifications

• 3+ years in account management, customer success, or customer service in the legal industry.
• Client-first mindset with responsive, high-touch service.
• Strong attention to detail to catch discrepancies in job details and preferences.
• Clear written and verbal communication, even in difficult conversations.
• Thrives in a fast-paced setting with competing deadlines.
• Willingness to work across multiple platforms and use data to spot trends.

Responsabilités

• Be the primary day-to-day contact for assigned AmLaw firms with tailored, high-touch service.
• Partner with Account Executives to stay aligned on priorities and opportunities.
• Review and coordinate deposition orders with daily quality checks for accuracy.
• Triage scheduling, rescheduling, and cancellations and route to the right teams.
• Identify urgent requests and rally internal teams to meet deadlines.

Connaissances

Account management

Customer success

Legal industry

Attention to detail

Communication

Time management

Data analysis

Description du poste

On a regular basis you will

• Be the primary day-to-day contact for your assigned AmLaw 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 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 resolution
• You’re adaptable, collaborative, and energized by a changing workload
• You’re available to participate in after-hours coverage when needed
• You’re available to work core business hours in the Pacific timezone

Compensation & Benefits

• Pay - $85,000-$95,000
• 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.