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Salary: USD 75,000 - 85,000 / annual
Steno is seeking an Account Manager to join the Customer Success team, serving as the primary day-to-day contact for assigned law firm clients. This role bridges client relationships, Account Executives, and internal operations teams (Scheduling, Operations, Production, Billing) to ensure seamless service delivery and client satisfaction.
Key Responsibilities:
- Serve as the trusted relationship owner for assigned firms, delivering personalized, white-glove service tailored to each client's preferences and workflows
- Partner with Account Executives to align on account priorities, client concerns, and growth opportunities
- Review and coordinate deposition orders through daily quality checks, ensuring accurate job entry and proper firm/location assignment
- Triage scheduling, rescheduling, and cancellation requests, routing to appropriate teams and following through to completion
- Identify urgent and expedited requests, communicate urgency clearly, and rally internal teams to meet client deadlines
- Own first-line issue resolution with clear documentation, prioritization, and follow-up; escalate high-impact issues appropriately
- De-escalate difficult conversations with empathy and professionalism, confirming resolution and client satisfaction
- Provide proactive client updates and anticipate questions before they become concerns
- Share insights on recurring errors, ticket trends, and client sentiment shifts with Account Executives and leadership to identify root causes
- Educate clients on Steno's products, services, and best practices; flag upsell and expansion opportunities
- Support scheduling inboxes and ticket queues during high-volume periods and participate in after-hours coverage rotation for urgent deposition needs
Requirements:
- 3+ years of experience in account management, customer success, or customer service (legal industry experience preferred)
- Client-first mindset with a track record of delivering responsive, dependable, high-touch service
- Strong attention to detail; ability to catch discrepancies in job details, firm/location assignments, scheduling information, and documented preferences
- Clear and confident communication in writing and by phone, including during difficult conversations
- Ability to thrive in fast-paced environments, prioritizing competing deadlines and urgent requests without dropping the ball
- Critical thinking skills; ability to dig into root causes and know when to escalate
- Comfort moving between multiple platforms and using data to spot trends and make decisions
- Ownership mentality; ability to hand off cleanly and see issues through to resolution
- Adaptability and collaboration in a changing workload environment
- Availability to work core business hours in Central Timezone
- Availability to participate in after-hours coverage when needed
