Support Account Manager

Tintri

Support Account Manager focusing on customer relationships and support at Tintri by DDN. Managing enterprise customer portfolios and ensuring proactive support and escalation resolution.

Posted 5/26/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

KubernetesOpenStackVMware

About the role

Key responsibilities & impact

The SAM is responsible for the customer's day-to-day experience of Tintri Support, the proactive health of their install base, the timely resolution of escalations, and the documented relationship that keeps the account healthy across multi-year contract cycles.
The SAM works in close partnership with the customer's primary technical contacts, executive sponsors, Tintri Engineering, Tintri Support, and Sales (Regional Sales Manager, Account Executive, Sales Engineer).
The role carries a portfolio of approximately five to eight strategic accounts, typically Platinum-tier or above, in regulated industries (financial services, healthcare, public sector, large enterprise).
The SAM owns the customer's stewardship outcome, including documented work product, proactive monitoring, escalation management, and consistent representation of the customer's voice inside Tintri.

Requirements

What you’ll need

5+ years in a customer-facing post-sales role: Support Account Manager, Technical Account Manager, Customer Success Manager, or senior support engineer with named-account responsibility
Demonstrated ability to maintain account documentation (account plans, QBRs, scorecards) over multi-year customer relationships
Working technical fluency in enterprise storage, virtualization (VMware, Hyper-V, OpenStack, Kubernetes), and adjacent infrastructure
Direct experience running customer escalations to resolution under time pressure
Strong written communication; this role produces a real artifact for every customer interaction
Experience with Salesforce for activity tracking and pipeline visibility
Comfort presenting to senior customer audiences (Director, VP, CIO, CTO)
Self-directed, calendar-driven, able to manage a portfolio of 5-8 accounts without daily oversight.

Benefits

Comp & perks

Full DDN benefits package including health, dental, vision, 401(k), and PTO.
Remote work setup support provided.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

enterprise storagevirtualizationVMwareHyper-VOpenStackKubernetesaccount documentationescalation managementcustomer interaction artifactsactivity tracking

Soft Skills

written communicationself-directedtime managementpresentation skillscustomer relationship managementproactive monitoringescalation resolutionorganizational skillsstakeholder engagementmulti-tasking