West Coast Account Manager

Steno-posted 2 months ago

$75,000 - $85,000/Yr

Full-time • Mid Level

251-500 employees

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As a key member of the Customer Success Team at Steno, you will establish and maintain relationships between clients and Steno Account Executives. You will partner with Account Executives to understand and manage firm preferences, providing a white glove service. Acting as the point of contact for our clients, you will communicate their needs cross-functionally with internal teams. Your responsibilities will include scheduling jobs, handling reschedules and cancellations, and adding services in a timely manner to meet client deadlines. You will manage high priority requests or escalated issues, ensuring overall client satisfaction. Your role will also involve diffusing complicated situations while maintaining a professional demeanor, proactively troubleshooting issues, and conducting retention and churn analysis to optimize client satisfaction and product rollout strategies.

Establish and maintain relationships between clients and Steno Account Executives.
Partner with Account Executives to understand and manage firm preferences and provide white glove service.
Act as the point of contact for clients and communicate their needs cross-functionally with internal teams.
Work across internal Operations systems to schedule jobs, handle reschedules and cancellations, and add services in a timely manner.
Manage high priority requests or escalated issues, ensuring overall client satisfaction.
Diffuse complicated situations while maintaining a professional demeanor.
Proactively troubleshoot issues and follow up with firms to ensure satisfaction.
Conduct retention and churn analysis to optimize client satisfaction and product rollout strategies.

At least 3 years of proven Account Management or Customer Success experience within the legal services industry.
Experience in fostering strong client relationships and delivering client-focused solutions.
Ability to communicate, present, and influence credibly and effectively at all levels of an organization.
Proficiency with technology and cloud-based applications, particularly Google Workspace and Slack.
Ability to manage multiple projects simultaneously while paying close attention to detail.
Excellent listening skills and exceptional verbal and written communication skills.
Ability to effectively prioritize among competing tasks and demonstrate good time management skills.
Critical thinking skills to develop innovative solutions to problems.
Flexibility to deal with ambiguity while remaining organized and efficient.

Desire to work with a fast-paced and quickly growing tech start-up.
Enthusiasm about the opportunity for growth within the company.

Salary: $75k-$85k
Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents.
Wellness/Mental Health - shared benefits to be used among employees and families.
Flexible Paid Time Off - allowing employees to find balance in their lives.
Options of Equity - recognizing the importance of team success.
Access to a 401k through Guideline.
Home office setup and a monthly stipend to offset internet and phone costs.

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