Complex Case Manager

Complex Case Manager, Customer Success (Remote)

Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity

Steno is growing! We’re looking for a Complex Case Manager to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will be responsible for the operational execution of complex cases 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 complex cases 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 complex cases. 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. 

If 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. 

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 - $85,000 - $110,000

• 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

Our Team

Our broader 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.

About Steno

• Founded in 2018; grown from 9 to a fully remote team of about 300 in 5 years

• Values: be highly reliable, constantly innovate, operate with a hospitality mindset

• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience

• We are revolutionizing the litigation and court reporting industry
• Flexible litigation financing (e.g., DelayPay)

• Cutting-edge technology - unique products and integrations to maximize the output of legal professionals

• White glove, concierge customer service that our clients rave about

Application Information

• Steno 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.

• Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com. 

• Steno 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.

• Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications. 

• Information provided to Steno, such as professional credentials and skills, educational and work history, and other information that may be included on a resume or application, is collected and stored in our system, but we never disclose or sell your personal information.