Account Manager

Steno

18d

About The Position

Steno is seeking an Account Manager to own the client relationship from start to finish. This role involves serving as the primary point of contact for a portfolio of law firm clients, managing every touchpoint with precision and accountability. The Account Manager will be responsible for keeping engagements on track by scheduling jobs, handling reschedules, cancellations, and service additions while consistently meeting client deadlines. This role requires a proactive problem-solver who can prevent issues before they escalate, handle high-priority requests with calm professionalism, and ensure nothing falls through the cracks. The Account Manager will operate as a true partner, collaborating with Account Executives on strategic accounts, participating in client handoffs, and providing the white-glove service that retains clients. Strong communication skills are essential for keeping clients, internal teams, and AEs informed at every step and owning the full flow of information across accounts. The role involves working with cutting-edge tools such as cloud-based platforms like Google Workspace, Slack, and Steno's internal operations systems. At Steno, the Account Manager's voice matters, and feedback is actively sought, taken seriously, and turned into real change. A supportive team structure ensures individual workload is manageable and promotes collaboration.

Requirements

3+ years of Account Management or Customer Success experience.
Ideally in legal services or a similarly relationship-driven industry.
Talent for building trust with clients.
Ability to communicate and influence at all levels, including executive leadership.
Highly organized.
Tech-savvy.
Comfortable juggling multiple accounts without losing sight of the details.
Excellent listening skills.
Sound judgment under pressure.
Flexibility to thrive in a fast-paced, ever-evolving startup environment.
Experience with KPI-driven accountability.
Owned metrics like retention rate, churn, accounts touched, and SLA/quality achievement.
Track record of meeting and exceeding metrics.

Responsibilities

Own the client relationship from start to finish, serving as the primary point of contact for a portfolio of law firm clients.
Manage every touchpoint with precision and accountability.
Keep engagements on track by scheduling jobs, handling reschedules, cancellations, and service additions.
Consistently meet client deadlines.
Prevent issues before they escalate.
Handle high-priority requests with calm professionalism.
Ensure nothing falls through the cracks.
Collaborate with Account Executives on strategic accounts.
Participate in client handoffs.
Provide white-glove service that keeps clients coming back.
Keep clients, internal teams, and AEs in the loop at every step.
Own the full flow of information across your accounts.
Work with cutting-edge tools like Google Workspace, Slack, and Steno's internal operations systems.
Provide feedback that is actively sought, taken seriously, and turned into real change.
Collaborate within a supportive team structure.