[Hiring] Support Account Manager @Tintri

Role Description

The Support Account Manager (SAM) is the named, dedicated, post-sales relationship owner for a portfolio of Tintri's strategic enterprise customers. 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 is the differentiator between a transactional vendor relationship and a strategic partnership, and is the basis on which Tintri's premium support tiers are sold.

Key Responsibilities

• Account stewardship and documented work product.
• 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.
• Proactive monitoring and capacity oversight.
• 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.
• Escalation management and customer-facing communication.
• 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.
• Operational hygiene.
• 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 with the customer and the support team.
• Documented relationship continuity.
• Build and maintain direct, named relationships with each customer's primary technical contacts, secondary technical contacts, and executive sponsor where applicable.
• Cross-functional advocacy.
• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

What Success Looks Like

The SAM role exists to produce documented work product on a recurring cadence. Successful performance is reflected in:

• Current account plans, scorecards, and verified contact rosters for every assigned account.
• Regular Quarterly Business Reviews delivered to each account.
• Timely customer-facing recap notes after every meeting.
• Routine use of available telemetry and analytics platforms to monitor account health.
• Accurate CRM activity records reflecting customer engagement.
• Prompt and professional response to customer and leadership communications.

Compensation and Benefits

• Base salary range commensurate with experience.
• 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.