The Manager, Customer Success will possess strong service, sales and leadership skills to inspire, develop, and lead a team of Account Managers and Scheduling Assistants. This manager is a passionate and motivating leader who drives top performance of the team, coaches on account management and operational best practices, and elevates our clients’ overall service experience.
About the team:
The Customer Success Team consists of multiple teams focused on our overall client experience; two of those teams include the Scheduling and Account Management Teams. The Scheduling team must deliver a reliable, timely and hospitable experience for our clients day-by-day, deposition-by-deposition. The Account Management Team is responsible for deepening relationships with our clients to drive business goals on satisfaction, revenue growth & retention. The Customer Success team’s ultimate goal is to assert Steno as the top agency to deliver litigation support services for our law firm clients.
What you’ll be doing:
Support the team by identifying and creating playbooks to drive product adoption, best practices, and increase revenue for the customers they manage
Implement programs for proactive, regular engagement tactics to nurture key contacts at our firms and deepen engagement with Steno
Partner internally with leaders of Sales, Customer Success, and Product to evolve our shared practices and advocate for the customer experience
Supervise the day-to-day operations of the scheduling and account management teams delivering to SLAs
Coach your team on account management strategies to drive retention, upsells, NPS, and CSAT
Manage team through resolution of client issues and handle any customer escalations
Monitor workload of team members, manage account assignments, and lead resegmentation analysis of the portfolio
Develop client profiles and tiered support strategies while delivering high standard of service to all clients
Partner with the Sales team to deliver seamless transition from close of sale through onboarding
Understand deeply the nuances of the legal community and be able to discern and manage conversations with our clients
Analyze Steno’s job pipeline to recruit new account managers or scheduling assistants in order to keep pace with demand
Become the knowledge resource that can “see around corners” and ensures that the activities and processes implemented on your team are translated downstream for the transcript, videography, and billing teams so that the entire customer experience is cohesive
What we’re looking for:
2+ years of management experience required in Account Management or Customer Success functions
Ability to develop team members; coaches to improve performance and create promotability
Experience managing a book of business of external client relationships with success against KPIs for upsells, cross-sells, NPS, CSAT, retention
Reporting agency/legal industry experience strongly preferred
A demonstrated understanding of the court reporting ecosystem in Florida is a plus!
Analytical thinker, able to pull reports, analyze data and use tools to answer business questions
Excited to create deep and connected relationships while also comfortable managing difficult conversations when needed
Excellent communication skills; speaks & writes clearly; able to have crucial conversations
Comfortable wearing multiple hats and working in a fast-paced environment; must be willing to roll up your sleeves
Experience with CRM systems, or willingness to learn
Detail-oriented, organized and dedicated professional
Customer-service oriented with a focus in hospitality and reliability
Desire to work with a tech start-up and is enthusiastic about the opportunity to grow with the company
Steno is a venture-backed finance & legal tech startup based in Los Angeles that’s modernizing a very traditional industry. Steno makes getting and paying for legal support services easy by combining litigation finance with a two-sided market that connects court reporters, videographers, and interpreters with the law firms that need their services.
Steno has been experiencing very high growth and market adoption since its release in early 2019, and we are continuously looking for amazing people who are ready to upend a traditional industry and to help us meet the demands of scaling our product and to meet our customers’ needs.
Due to COVID-19, we are currently working remotely from home and will provide any equipment needed to be productive and comfortable in a remote working environment. We will be training and continually working as a team through Zoom.
Steno is an equal opportunity employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental ability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.