Account Manager - Central

Steno

3h • $75,000 - $85,000

About The Position

The Account Manager serves as 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.

The Account Manager reviews and coordinates deposition orders, handles scheduling changes, prioritizes urgent requests, and owns first-line issue resolution through clear documentation, follow-up, and escalation when needed. The position also keeps clients proactively informed, shares trends and root-cause observations with internal teams, educates clients on Steno's products and services, and helps firms make greater use of the company's technology.

During high-volume periods, the Account Manager helps with scheduling inboxes and ticket queues and participates in an after-hours coverage rotation for urgent, last-minute deposition needs. The role requires availability during core business hours in the Central Timezone.

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 track record of responsive, dependable, high-touch service.
• Strong attention to detail, including the ability to catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences.
• Clear and confident written and phone communication, including during difficult conversations.
• Ability to thrive in a fast-paced environment and prioritize competing deadlines and urgent requests.
• 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 make decisions.
• Ability to take ownership, hand off work cleanly, and see issues through to resolution.
• Adaptability, collaboration, and comfort with a changing workload.
• Availability to work core business hours in the Central 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, providing personalized service shaped around each firm's preferences and workflows.
• Partner with Account Executives to align on account priorities, client concerns, and relationship-growth opportunities.
• Review and coordinate deposition orders through daily quality checks, ensuring jobs are entered accurately and assigned to the correct firm and location.
• Triage scheduling, rescheduling, and cancellation requests, route them to the appropriate teams, and follow through to completion.
• Identify urgent and expedited requests, communicate their priority, 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 check that clients are satisfied.
• Keep clients informed with 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 ways firms can get more value from the 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, with options for employees and their families; some plans have premiums fully covered.
• 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