Note: The job is a remote job and is open to candidates in USA. Tintri by DDN is a leading provider of data management solutions tailored for enterprise workloads. The Support Account Manager (SAM) is responsible for managing the post-sales relationship with a portfolio of strategic enterprise customers, ensuring their day-to-day experience with Tintri Support is positive and effective.
Responsibilities
- Maintain current account plans, health scorecards, and verified contact rosters for each assigned account
- Author and deliver Quarterly Business Reviews (QBRs), customer-facing meeting recaps, and per-meeting decks for the recurring support review cadence
- Use the available customer telemetry and analytics platforms to monitor capacity, footprint, performance, and trend data across the assigned portfolio
- Identify material changes and surface them to the customer and internally before they escalate
- Maintain awareness of software versions, upgrade posture, and hardware lifecycle (entitlement end dates, hardware model EOL, support tier)
- Serve as the customer's named point of contact for support escalations
- Respond promptly to voicemails, pages, and escalation outreach from on-call functions, the front-line support team, and named contacts
- Drive case engagement when the customer asks for it; coordinate with engineering on escalations and keep the customer informed throughout
- Log customer interactions in Salesforce
- Submit regular status reports to your manager covering meetings held, action items, and account activity
- Maintain the contact roster with verification dates
- Coordinate hardware logistics (RMAs, loaners, FE dispatches) with the customer and the support team
- Build and maintain direct, named relationships with each customer's primary technical contacts, secondary technical contacts, and executive sponsor where applicable
- Refresh those relationships on a regular cadence
- Represent the customer's voice inside Tintri to Engineering, Product, Sales, and Leadership
- Translate technical issues into business impact for the customer's executives, and customer commitments into engineering and product priorities
Skills
- 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
- Prior experience supporting Tintri, NetApp, Pure, Dell, or comparable storage platforms
- Experience supporting financial services, healthcare, or other regulated industries
- Familiarity with Jira (issue tracking) and customer telemetry / analytics platforms
- Background working inside an OEM or hardware vendor support organization
- Experience contributing to or authoring formal QBR programs and support service offerings
- Working knowledge of NFS, iSCSI, VAAI, vVols, VMware integration patterns, Kubernetes, OpenShift, and OpenStack
Benefits
- Bonus eligibility tied to portfolio retention, customer satisfaction metrics, and successful escalation outcomes.
- Full DDN benefits package including health, dental, vision, 401(k), and PTO.
- Remote work setup support provided.
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