West Coast Account Manager

West Coast Account Manager, Customer Success (Remote)

Full-Time, Remote / Salaried, Exempt / Includes Benefits, PTO, Equity

Steno’s Customer Success Team is looking for an experienced Account Manager to join our team! This role requires that you can cover the Pacific Time Zone to ensure alignment with our clients and internal teams.

In this role, you’ll help build relationships with and support our clients, partnering with multiple teams inside the organization to ensure our clients are taken care of.

Who are you?

You operate with a hospitality mindset and offer amazing customer service. You will be responsible for liaising between your clients, our court-reporters, and internal cross-functional teams to ensure the timely and successful delivery of our services according to client needs.

If you thrive in a fast-paced environment, you’re comfortable working with multiple systems and you love working with clients, then this role is for you!

On a regular basis, you’ll:

• 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 our clients and communicate their needs cross-functionally with internal teams.
• Work across our internal Operations systems to schedule jobs, handle reschedules and cancellations, and add services in a timely manner to meet client deadlines.
• Manage high priority requests or escalated issues as needed, including problem resolution and client care, ensuring overall client satisfaction.
• Diffuse complicated situations while maintaining a professional demeanor–you know when you can take the lead and when it’s time to delegate or seek partnership.
• Proactively troubleshoot issues and follow up with firms to ensure satisfaction.
• When issues arise follow-up with clients to ensure satisfaction
• Conduct retention and churn analysis to optimize client satisfaction and product rollout strategies

You’re gonna crush it if:

• You have at least 3 years of proven Account Management or Customer Success experience within the legal services industry
• You’re experienced in fostering strong client relationships and delivering client-focused solutions.
• You know how to communicate, present, and influence credibly and effectively at all levels of an organization (including with executive and C-level leadership).
• You’re proficient with technology and cloud based applications (Google Workspace and Slack experience is hugely beneficial!).
• You’re a quick learner and feel comfortable picking up new systems and processes.
• You can manage multiple projects simultaneously while paying close attention to detail.
• You’ve got excellent listening skills and exceptional verbal and written communications skills.
• You’re able to effectively prioritize among competing tasks and overall good time management skills.
• You’re a critical thinker; you think outside of the box for innovative solutions to problems.
• You’re flexible and can deal with ambiguity from time to time while remaining organized and efficient.
• You have the desire to work with a fast-paced and quickly growing tech start-up and you are enthusiastic about the opportunity for growth within the company.

Compensation & Benefits

• Salary: $75k-$85k
• Health, Vision, & Dental Benefits - low-cost health plans that free up mind space and unlock our employees' best work
• 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 - we know our success is nothing without our team
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

Our Team

The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.

Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients.

About Steno

• Founded in 2018 and growing fast!
• Values: be highly reliable, constantly innovate, operate with a hospitality mindset
• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience
• We are revolutionizing the litigation and court reporting industry
• Flexible deferred payment options (e.g., DelayPay)
• Cutting-edge technology - unique products and integrations to maximize the output of legal professionals
• White glove, concierge customer service that our clients rave about

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com.
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications.
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.