Support Account Manager

Data Direct Networks•Remote,

4d•Remote

About The Position

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. This is a customer-facing, individual-contributor role with significant cross-functional reach. 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. That includes documented work product, proactive monitoring, escalation management, and consistent representation of the customer's voice inside Tintri.

Requirements

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

Nice To Haves

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

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 (entitlement end dates, hardware model EOL, support tier).
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 (RMAs, loaners, FE dispatches) 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. Refresh those relationships on a regular cadence.
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.