Account Manager - West

Steno

2h • $75,000 - $85,000

About The Position

The Account Manager is the primary day-to-day contact for assigned firms, providing personalized, high-touch service tailored to each firm's preferences and workflows. The role partners with Account Executives to align on account priorities, client concerns, and opportunities to strengthen relationships. It coordinates deposition orders and scheduling requests, checks job accuracy, communicates urgent deadlines, and owns initial issue resolution through clear documentation, follow-up, and escalation as needed. The Account Manager also proactively informs clients, shares trends and root-cause observations with internal teams, and educates firms on Steno products, services, and best practices. During high-volume periods, the role supports scheduling inboxes and ticket queues and participates in after-hours coverage for urgent deposition needs.

Requirements

• At least 3 years of experience in account management, customer success, or customer service; legal industry experience is preferred.
• A client-first mindset and a record of responsive, dependable, high-touch service.
• Strong attention to detail, including the ability to identify discrepancies in job details, firm and location assignments, scheduling information, and documented preferences.
• Clear, confident written and verbal communication, including during difficult conversations.
• Ability to prioritize competing deadlines and urgent requests in a fast-paced environment.
• Critical-thinking skills, including the ability to investigate root causes and determine when to escalate.
• Comfort working across multiple platforms and using data to identify trends and inform decisions.
• Ownership, effective handoffs, and follow-through until issues are resolved.
• Adaptability, collaboration, and comfort with a changing workload.
• Located and available to work core business hours in the Pacific Timezone.
• Availability to participate in after-hours coverage when needed.

Nice To Haves

• Experience in the legal industry.

Responsibilities

• Serve as the primary day-to-day contact for assigned firms and deliver personalized service based on each firm's preferences and workflows.
• Partner with Account Executives on account priorities, client concerns, and opportunities to improve and grow client relationships.
• Review and coordinate deposition orders through daily quality checks, ensuring jobs are entered accurately and associated with the correct firm and location.
• Triage scheduling, rescheduling, and cancellation requests, routing them to the appropriate teams and following through to completion.
• Identify urgent and expedited requests, communicate their urgency, and coordinate internal teams to meet client deadlines.
• Own first-line issue resolution by managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues appropriately.
• De-escalate difficult conversations with empathy and professionalism, confirm issues are resolved, and verify client satisfaction.
• Keep clients informed through proactive updates and anticipate questions or concerns.
• Share recurring errors, ticket trends, and changes in client sentiment with Account Executives and leadership, and help address root causes.
• Educate clients on Steno's products, services, and best practices, and identify opportunities for firms to benefit further from its technology.
• Support scheduling inboxes and ticket queues during high-volume periods.
• Participate in an after-hours coverage rotation for urgent, last-minute deposition needs.

Benefits

• Premium medical, dental, and vision coverage for employees and families, with 100% of premiums covered for some plans.
• Shared wellness and mental health benefits for employees and families.
• Flexible paid time off.
• Equity options.
• Company-provided 401(k) account.
• Home office setup and a monthly stipend to offset internet and phone costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed