Support Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• The Support Account Manager (SAM) serves as the designated post-sales relationship manager for a portfolio of Tintri's strategic enterprise clients. The SAM is accountable for the customer's daily experience with Tintri Support, ensuring the proactive health of their installed systems, resolving escalations promptly, and maintaining the documented relationship that sustains the account's health throughout multi-year contract cycles. The SAM distinguishes between a transactional vendor relationship and a strategic partnership, forming the foundation on which Tintri's premium support tiers are marketed.

⛳️ Requirements

• A minimum of 5 years of experience in a customer-facing post-sales role such as Support Account Manager, Technical Account Manager, Customer Success Manager, or a senior support engineer responsible for named accounts.

• Proven ability to maintain account documentation, including account plans, QBRs, and scorecards, over long-term customer relationships.

• Working technical knowledge in enterprise storage, virtualization technologies (VMware, Hyper-V, OpenStack, Kubernetes), and related infrastructure.

• Direct experience managing customer escalations to resolution under time constraints.

• Excellent written communication skills, as this role requires producing tangible records for every customer interaction.

• Proficiency in using Salesforce for tracking activities and ensuring pipeline visibility.

• Comfortable presenting to senior customer audiences, including Directors, VPs, CIOs, and CTOs.

• Self-motivated and organized, capable of managing a portfolio of 5-8 accounts without daily supervision.

🏝️ Benefits

• Comprehensive DDN benefits package that includes health, dental, vision, 401(k), and paid time off (PTO).

• Support provided for remote work setup.