Case Manager, Customer Success (Remote)Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity
In this role, you will be responsible for the operational execution of complex and multi-party cases. Partnering closely with our Go-to-Market organization, you will be the face of operations with high-touch clients, shepherding every aspect of a case to ensure no detail goes unnoticed and that clients have a seamless experience with Steno.
Who are you?We're looking for someone to help put Steno on the map with case management! You have prior experience with large-scale litigation and are driven to deliver hospitality at scale. You enjoy being a strategist and a problem solver, and know how to navigate amongst the operational departments to get things done. The right player here can immediately put a client at ease and instill confidence that they made the right choice in an agency.
On a regular basis you will - Manage multiple complex/multi-party cases from inception to end, including the completion and handling of documentation and communication in accordance with regulatory requirements and industry standards.
- Serve as a point-of-contact ensuring that all parties have notice and access to necessary documents.
- Manage a complex case calendar and update parties with notice of any changes.
- Act as a liaison between our clients and the operations team to facilitate successful communication.
- Provide excellent and timely responses to clients and fulfill service requests to a high degree of client satisfaction.
- Work with Go-to-Market and the operations teams such as Billing or Production, as needed, on building proposals for prospective cases.
- Provide training to clients on Steno services and software on an as needed basis.
- Manage and maintain databases of client information including our CRM and proprietary operations platform.
- Navigate complex cost-sharing arrangements and ensure client satisfaction and profitability for Steno.
- Stay up-to-date on trends and best practices in court reporting technology and service delivery.
You're gonna crush it if:- You have industry experience within a similar role or in some other capacity with complex cases.
- You are highly organized and able to manage multiple, complex projects simultaneously.
- You have had experience in scheduling/managing international jobs.
- You have a demonstrated commitment to excellence and are an action-oriented self-starter who can handle various responsibilities.
- You have court reporter relations experience and are able to successfully negotiate rates, assign the most qualified reporters to complex cases, and ensure reporters are set up for success.
- You have experience with electronic document management systems, and a working knowledge of a CRM.
- You have experience with court reporting industry standards, and the various operational aspects of court reporting, from rates to production to billing.
Compensation & Benefits- Salary - $87,500-$115,000
- Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
- 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 401k through Guideline
- A home office setup and a monthly stipend to offset internet and phone costs
Application Information 
