Role Description 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. Qualifications - You have 3+ years of Account Management or Customer Success experience ideally in legal services or a similarly relationship-driven industry. - 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. Application Information - Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. 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. - Information 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 included in an application, is collected, analyzed, and stored in our system. - Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven’t received an expected communication, check your spam. - Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.

Strategic Account Manager, Enterprise - 12 months FTC Location Sydney Employment Type Contract Location Type Hybrid Department GTM - Sales Strategic Account Manager, Enterprise (APAC) Our Strategic Accounts team creates world-class relationships with collections and portfolios of hospitality brands in the Groups and Chains segment, and provides recommendations for technology solutions to the Groups, including some of the largest operators in the world. Core focus of this role is to establish and grow SiteMinder’s enterprise business throughout APAC markets, by creating new partnerships and unlocking growth within existing accounts, with keen attention on Australia and New Zealand. In an individual contributor role, you will be joining an established high performance team, to assume responsibility for creation of new revenue opportunities through both acquisition of new multi-property groups and via fostering excellent relationships within an existing portfolio of accounts. You will be an experienced commercial operator, with a background in SaaS business development, partnership management, strategic account management, or a similar senior commercial profile with strong business acumen. This role is offered as a 12-month fixed-term contract. What you'll do... - Active listening: deep understanding of customer goals, strategy and long term objectives, to formulate plans to unlock new revenue opportunities and mitigate attrition risks. Initiating conversations and solutions that deliver against customer buying needs - Consultative selling: you will hold a creative and ambitious talent for driving new business and strategic account management, coordinate large group discussions and bring in the relevant buying authorities to influence and drive the business to sale-won - Hyper Collaboration: you will have experience in working with multiple teams and stakeholders to create a winning strategy for unlocking growth in APAC to lead SiteMinder to be the preferred partner for multi-property groups in the region. - Stakeholder management: influencing and liaising with variety of internal stakeholders, across multiple departments (Product solutioning, Onboarding, Support, Sales, Marketing, Finance, Support, Customer Success) - Proactive engagement: implementing plans to increase product adoption, service satisfaction, product updates and customer feedback - Protection of revenue: by ensuring customers are committed to term agreements and managing the contract renewal process - Travel requirements: regular travel within the region to attend trade shows, conferences and Quarterly Business Reviews with high value accounts What you have... - Hotel or travel industry experience: in-depth understanding of the hospitality/hotel industry and travel technology, and the infrastructure of large hotel groups - Experience in SaaS sales or product/technology partnership management. Ideally 3+ years experience in consultative selling to C level personas within a technology or hospitality-travel technology business - Strong communication skills to build rapport and trusted, long-term relationships with customers and ability to bring together multiple stakeholders internally and externally to match buying authority and knowledge sets - Excellent negotiation skills to overcome objections and navigate complex buying structures to influence multiple buying identities - Consultative approach to solution sell and present as a subject matter expert in the hospitality technology field - Creative problem-solving skills and ability to manage expectations - Highly resilient self starter, operating well independently, with positive attitude to winning deals - Language requirements: Fluent in English, Professional working proficiency in any of these languages: Bahasa, Mandarin, Korean or Japanese, is a plus. Our Perks & Benefits… - Hybrid working model (in-office at our Sydney HQ & from home) - Mental health and well-being initiatives - Generous parental (including secondary) leave policy - Paid birthday, study and volunteering leave every year - Sponsored social clubs, team events, and celebrations - Employee Resource Groups (ERG) to help you connect and get involved

• Exceed quarterly renewal and upsell goals • Maintain solid relationships with customers and ownership of customers’ success with Acquia platform services • Guide customers through onboarding of products and services • Maintain control of account direction and strategy • Build relationships with strategic leadership level customer contacts • Identify new opportunities and work to drive them to a close • Coordinate with business users and procurement to ensure timely renewals • Update and maintain Sales database as appropriate • Must be able to proactively drive accounts with minimal oversight • Strong collaboration with internal teams • Generates trusted relationships with customers • Ability to manage multiple systems and administration at once

• A portfolio of 20+ active client accounts across the US — primarily startups, founder-led businesses, and growth-stage companies • Monthly client syncs: setting the agenda, running the call, capturing action items, uncovering future needs, and following through • Account health: proactively monitoring engagement, identifying risk signals before they become churn • Expansion: recognizing when a client is ready to grow and initiating those conversations • Coordination with the recruiting team on active placements — you are the client’s point of accountability • Data hygiene: accurate, up-to-date account data, notes, and next steps at all times • Escalation: knowing when a situation needs leadership, and escalating clearly and early vs. fully owning your accounts and making the best decisions for both the client and Hireframe