{"id":3110365,"url":"https://alion.io/job/steno-account-manager-west","title":"Account Manager - West","company":{"id":675288,"name":"Steno","domain":"steno.com","url":"https://alion.io/company/steno-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-22T18:18:03Z","employer_posted_date":null,"last_verified_at":"2026-10-22T18:18:03Z","board_verified":false,"closed_at":null,"days_open":11,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":11},"description":"Account Manager, Customer Success (West)\n\nFull-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity\n\nSteno is growing! We're looking for an Account Manager to join our Customer Success team, the people who make sure every law firm we partner with feels like they're in the best possible hands. You'll be the go-to person for your firms, the one they trust to get it right, and the glue between our clients, Account Executives, and the teams behind every deposition. We're a diverse team from all over the country (and beyond) and we're crazy about redefining the boundaries of an outdated industry.\n\nWho are you?\n\nYou're the person clients are relieved to hear from. You remember that one firm wants the exhibits sent a certain way and that another always needs things yesterday, and you handle both without breaking a sweat. You're detail-obsessed, calm when a deposition is on the line, and happiest when you've spotted a problem before anyone else knew it existed. You like owning things through to the finish, you love building real relationships, and you know how to balance a busy inbox with the bigger picture. In this role, you'll be both a trusted relationship owner and an operational partner, working side by side with Account Executives, Scheduling, Operations, Production, and Billing. This role reports to the Customer Success leadership team. \n\nIf you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too.\n\nOn a regular basis you will\n\nBe the primary day-to-day contact for your assigned firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows\n\nPartner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship\n\nReview and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location\n\nTriage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done\n\nSpot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines\n\nOwn first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people\n\nDe-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy\n\nKeep clients informed with proactive updates and get ahead of questions before they become concerns\n\nShare what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes\n\nEducate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology\n\nPitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs\n\nYou're gonna crush it if\n\nYou have 3+ years of experience in account management, customer success, or customer service, preferably in the legal industry\n\nYou have a client-first mindset and a track record of delivering responsive, dependable, high-touch service\n\nYou're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences\n\nYou communicate clearly and confidently in writing and by phone, including through difficult conversations\n\nYou thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball\n\nYou think critically, dig into root causes, and know when to escalate\n\nYou're comfortable moving between multiple platforms and using data to spot trends and make decisions\n\nYou take ownership, hand off cleanly, and see issues through to resolution\n\nYou're adaptable, collaborative, and energized by a changing workload\n\nYou're located and available to work core business hours in the Pacific Timezone \n\nYou're available to participate in after-hours coverage when needed\n\nCompensation & Benefits\n\nPay - $75,000-$85,000\n\nPremium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks\n\nWellness/Mental Health - shared benefits to be used among employees and families\n\nFlexible Paid Time Off - allowing employees to find balance in their lives\n\nOptions of Equity - we know our success is nothing without our team\n\nAccess to a company-provided 401(k) account\n\nA home office setup and a monthly stipend to offset internet and phone costs\n\nApplication Information\n\nSteno 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.\n\nApplicants needing special assistance or accommodations for interviews or website access should contact us at .\n\nSteno 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.\n\nInformation 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.\n\nSteno uses AI-assisted tools to help review applications and identify candidates whose experience aligns with the role. All hiring decisions are made by our People team, and a member of our team will personally reach out to candidates selected to move forward in the process.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":6070,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Transcription Services","Legal Services"],"lifecycle":[{"event":"open","at":"2026-10-22T20:28:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":11,"expected_fill_days":35,"reasons":["seen:11","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/steno-account-manager-west","json_url":"https://alion.io/job/steno-account-manager-west.json","meta":{"generated_at":"2026-11-03T16:08:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22527,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":675288},"rest":"https://alion.io/mcp/rest/get_company?id=675288"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsteno-account-manager-west"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsteno-account-manager-west"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsteno-account-manager-west"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/steno-account-manager-west\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsteno-account-manager-west"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3110365}},{"tool":"search_jobs","arguments":{"company":"steno.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3110365},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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