Senior Account Manager - West

Steno

6d • $85,000 - $95,000 • Onsite

About The Position

This role serves as the primary day-to-day contact for assigned AmLaw firms, delivering white-glove, personalized service. The Senior Account Manager will partner with Account Executives to align on account priorities, client concerns, and opportunities for growth. Key responsibilities include reviewing and coordinating deposition orders, triaging scheduling requests, identifying and communicating urgent needs, and owning first-line issue resolution. The role also involves de-escalating conversations, providing proactive client updates, sharing insights on client sentiment and recurring issues, educating clients on Steno's offerings, and assisting with scheduling and ticket queues during high-volume periods, including participation in an after-hours coverage rotation.

Requirements

• 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 delivering responsive, dependable, high-touch service
• Attention to detail and ability to catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
• Clear and confident communication in writing and by phone, including through difficult conversations
• Ability to thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
• Critical thinking skills, ability to dig into root causes, and knowing when to escalate
• Comfortable moving between multiple platforms and using data to spot trends and make decisions
• Takes ownership, hands off cleanly, and sees issues through to resolution
• Adaptable, collaborative, and energized by a changing workload
• Available to participate in after-hours coverage when needed
• Available to work core business hours in the Pacific timezone

Responsibilities

• Be the primary day-to-day contact for your assigned AmLaw firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows
• Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
• Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
• Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done
• Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
• Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
• De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
• Keep clients informed with proactive updates and get ahead of questions before they become concerns
• Share what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
• Educate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology
• Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs

Benefits

• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off
• Options of Equity
• Access to a company-provided 401(k) account
• A 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