[Hiring] Senior Account Manager @Steno

Role Description

• 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.

Qualifications

• 3+ years of experience in account management, customer success, or customer service in the legal industry.
• A client-first mindset and a track record of delivering responsive, dependable, high-touch service.
• Known for attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences.
• Clear and confident communication in writing and by phone, including through difficult conversations.
• Thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball.
• Critical thinking skills, able to dig into root causes and know when to escalate.
• Comfortable moving between multiple platforms and using data to spot trends and make decisions.
• Ownership of tasks, hand off cleanly, and see issues through to resolution.
• Adaptable, collaborative, and energized by a changing workload.
• Available to participate in after-hours coverage when needed.
• Available to work core business hours in the Pacific timezone.

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.