Account Manager - East Coast

Why Account Management at Steno Is Different

• Own the client relationship from start to finish - serve as the primary point of contact for a portfolio of law firm clients, managing every touchpoint with precision and accountability.
• Keep engagements on track - schedule jobs, handle reschedules, cancellations, and service additions while consistently meeting client deadlines.
• Be the problem-solver - prevent issues before they escalate, handle high-priority requests with calm professionalism, and make sure nothing falls through the cracks.
• Operate like a true partner - collaborate with Account Executives on strategic accounts, participate in client handoffs, and provide the white-glove service that keeps clients coming back.
• Communicate like a pro - keep clients, internal teams, and AEs in the loop at every step, and own the full flow of information across your accounts.
• Work with cutting-edge tools - navigate cloud-based platforms like Google Workspace, Slack, and Steno's internal operations systems.
• Your voice actually matters - AMs at Steno are heard, and feedback is actively sought, taken seriously, and turned into real change.
• Collaboration is built in - a supportive team structure keeps individual workload manageable and ensures you're never working in a silo.

You'll crush this role if

• You have 3+ years of Account Management or Customer Success experience ideally in legal services
• A talent for building trust with clients, and the ability to communicate and influence at all levels, including executive leadership.
• You're highly organized, tech-savvy, and comfortable juggling multiple accounts without losing sight of the details.
• You bring excellent listening skills, sound judgment under pressure, and the flexibility to thrive in a fast-paced, ever-evolving startup environment.
• You're also no stranger to KPI-driven accountability - you've owned metrics like retention rate, churn, accounts touched, and SLA/quality achievement, and you have a track record of meeting and exceeding them.
• Ability to be available during core Eastern Time business hours (approx. 8am–5pm ET), with occasional evenings/weekends as client needs arise.