Account Manager, Steno
West Coast
$75-85k
+ Equity
Court reporting services
Open for applications
Court reporting services
201-500 employees
Open for applications
$75-85k
+ Equity
201-500 employees
Company mission
To optimize the litigation experience with a revolutionary approach to deposition services created by attorneys, for attorneys.
Role
Who you are
- You operate with a hospitality mindset and offer amazing customer service
- 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!
- 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
What the job involves
- Steno’s Customer Success Team is looking for an experienced Account Manager to join 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
- 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
- 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
- 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
Our take
Steno is a court reporting agency that offers services to legal professionals, government agencies, and businesses. As a trusted partner, Steno allows law practices to streamline their operations and work more efficiently, all while maintaining the highest standards of accuracy and reliability in its reporting services.
Steno's services are tailored to cases that can take over a year to settle. One of the company's standout offerings is the 'DelayPay' product, which enables lawyers to defer payments for critical services such as court reporting, arbitration, videography, and interpreting until their cases are concluded.
Steno has experienced substantial progress over the past few years, with a growth rate that more than tripled in 2021 alone. Steno received $15 million in a 2024 Series B round as it begins to roll out its gen-AI-powered Transcript Genius, a tool for transcript analysis, indicating a culture of continued innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2024
$20m
GROWTH EQUITY VC
May 2024
$46m
LATE VC
Total funding: $87.5m
Company benefits
- Health, Vision, & Dental Benefits for employees and dependents
- Wellness/Mental Health benefits for employees and families
- Flexible Paid Time Off
- Options of Equity
- Home office setup, and a monthly stipend to cover internet/phone
Company HQ
South Park, Los Angeles, CA
Leadership
Greg Hong
(CEO & Co-Founder)Previously co-founded the restaurant reservation management system, Reserve (acquired by Resy/American Express) where they served as the CEO for 5 years.
Dylan Ruga
(Co-Founder)Currently a Trial Attorney at Stalwart Law Group, which they founded. Previously a Partner at Steptoe & Johnson and a External/Law Clerk at US Courts.
Dan Anderson
(CTO & Co-Founder)Previously co-founded the payment checkout process, Hail (acquired by Reserve) where they served as CEO. Also worked for the Zurich Insurance Company as Risk Consultant, Head of Application Security, and Director.
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