Support Account Manager

Overview Tintri by DDN is a leading provider of data management solutions tailored for enterprise workloads. As a subsidiary of DataDirect Networks (DDN), Tintri combines DDN's expertise in high-performance storage with Tintri's focus on analytics, automation, and data protection. Tintri's product portfolio includes the VMstore T7000 Series, an on-premise storage platform purpose-built for virtual machines, containers and databases. In addition, Tintri offers cloud-based solutions such as the Tintri Cloud Platform (TCP) and the Tintri Cloud Engine (TCE), providing managed infrastructure and workload flexibility. Recognized for superior performance, Tintri's solutions are built for enterprise applications, offering workload-level observability, autonomous operations, and simplified management. With over a decade of research and development, Tintri continues to innovate, addressing the dynamic data workloads of today and tomorrow. Joining Tintri by DDN means becoming part of a passionate team dedicated to delivering cutting-edge data management solutions that empower organizations to maximize uptime, performance, and efficiency. Job 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. Role and Scope 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. 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 (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. Required 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. About Tintri and DDN Tintri, a DataDirect Networks (DDN) company, builds enterprise storage purpose-built for virtualization. The Tintri VMstore platform is used in production by financial services exchanges, healthcare networks, large technology firms, and federal agencies for VM-aware storage at scale. DDN is the world's largest privately held storage company, with customers including the world's largest research, AI, and enterprise IT organizations. The Tintri Support Account Management function is the named, post-sales relationship the company offers to its Platinum and Platinum+ customers. The SAM role is the basis on which that premium support tier is sold and renewed.