Support Account Manager

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

📋 Description

• The SAM is accountable for managing the customer's daily interactions with Tintri Support, ensuring the proactive health of their installed base, resolving escalations in a timely manner, and maintaining a documented relationship that sustains the account's health throughout multi-year contract cycles.

• The SAM collaborates closely with the customer's primary technical contacts, executive sponsors, as well as teams from Tintri Engineering, Tintri Support, and Sales (including Regional Sales Manager, Account Executive, and Sales Engineer).

• This position manages a portfolio of approximately five to eight strategic accounts, generally at the Platinum tier or higher, within regulated sectors such as financial services, healthcare, public sector, and large enterprises.

• The SAM is responsible for the customer’s stewardship outcomes, which include maintaining documented work products, proactive monitoring, managing escalations, and consistently voicing the customer’s needs within Tintri.

⛳️ Requirements

• A minimum of 5 years in a customer-facing post-sales position: Support Account Manager, Technical Account Manager, Customer Success Manager, or senior support engineer with responsibility for named accounts.

• Proven ability to maintain comprehensive account documentation (including account plans, QBRs, and scorecards) throughout multi-year customer relationships.

• Technical fluency in enterprise storage, virtualization technologies (VMware, Hyper-V, OpenStack, Kubernetes), and related infrastructure.

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

• Excellent written communication skills; this role requires the production of tangible artifacts for every customer interaction.

• Familiarity with Salesforce for tracking activities and monitoring pipeline visibility.

• Comfort in presenting to senior customer audiences (including Directors, VPs, CIOs, and CTOs).

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

🏝️ Benefits

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

• Support for remote work setup is provided.