Senior Account Manager - Central

Steno

3h • $85,000 - $95,000

About The Position

The Senior Account Manager serves as the primary day-to-day contact for assigned AmLaw 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 position coordinates deposition orders and scheduling requests, monitors quality and accuracy, manages urgent requests, and owns first-line issue resolution through follow-up and escalation. It also keeps clients informed, shares client and operational trends with internal teams, helps address root causes, and educates clients on Steno's 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. The employee must be available during core business hours in the Central timezone.

Requirements

• At least 3 years of experience in account management, customer success, or customer service in the legal industry.
• 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 verbal communication skills, including for difficult conversations.
• Ability to thrive in a fast-paced environment and prioritize competing deadlines and urgent requests.
• Critical-thinking skills, ability to investigate root causes, and sound judgment about when to escalate.
• Comfort working across multiple platforms and using data to identify trends and make decisions.
• Ownership, clean handoffs, and follow-through to resolution.
• Adaptability, collaboration, and comfort with a changing workload.
• Availability to participate in after-hours coverage when needed.
• Availability to work core business hours in the Central timezone.

Responsibilities

• Serve as the primary day-to-day contact for assigned AmLaw firms, providing personalized service tailored to each firm's preferences and workflows.
• Partner with Account Executives to align 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, route them to the appropriate teams, and follow through until completion.
• Identify urgent and expedited requests, communicate their urgency, and coordinate with internal teams to meet client deadlines.
• Own first-line issue resolution by documenting, prioritizing, and following up on tickets, and escalating high-impact issues appropriately.
• De-escalate difficult conversations with empathy and professionalism, confirm issues are resolved, and ensure 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 make greater use of the technology.
• Support scheduling inboxes and ticket queues during high-volume periods.
• Participate in after-hours coverage for urgent, last-minute deposition needs.

Benefits

• Premium medical, dental, and vision coverage, with options for employees and their families; some plans have 100% of premiums 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: Senior
• Education Level: No Education Listed