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Salary: USD 85,000 - 95,000 / annual
Steno is seeking a Senior Account Manager to join the Customer Success team, serving as the primary day-to-day contact for AmLaw firms. This role bridges client relationships, Account Executives, and internal operations teams to ensure exceptional service delivery and client satisfaction.
Key Responsibilities:
- Serve as the trusted relationship owner for assigned AmLaw firms, delivering personalized, white-glove service tailored to each firm'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 with Account Executives and leadership to identify root causes
- Educate clients on Steno's products, services, and best practices; flag upsell opportunities
- Support scheduling inboxes and ticket queues during high-volume periods
- Participate in after-hours coverage rotation for urgent, last-minute deposition needs
Requirements:
- 3+ years of experience in account management, customer success, or customer service in the legal industry
- 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 through difficult conversations
- Ability to thrive in fast-paced environments, prioritizing competing deadlines and urgent requests
- Critical thinking skills; ability to dig into root causes and know when to escalate
- Comfort with 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, collaboration, and energy for changing workloads
- Availability for after-hours coverage when needed
- Availability to work core business hours in Pacific timezone
