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Senior Manager, Technical Account Management (Enterprise)

2 months, 1 week ago
United States
Full-time
Lead
Technical Account Manager
Project and Program Management
CI/CD gRPC REST API
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 33

Description

  • Hire, train, coach, and develop the Technical Account Management team from the ground up.
  • Define and improve the platform health approach for Storefront Pro, including key metrics and measurement practices.
  • Design and run the TAM operating model, including account tiering, coverage, portfolio assignment, and escalation paths.
  • Build intake and prioritization systems that balance stakeholder needs, product roadmap demands, and business commitments.
  • Serve as a senior escalation point for critical platform issues and communicate with retailer stakeholders, including executive leaders.
  • Negotiate ownership boundaries with internal partners across Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering.
  • Lead cross-functional initiatives that improve deployment and operational performance across Storefront Pro.
  • Synthesize recurring technical issues into recommendations that influence product and engineering roadmaps.

Requirements

  • 10+ years of experience in technical account management, solutions engineering/architecture, technical consulting, or engineering, ideally in SaaS or platform environments.
  • 5+ years leading, hiring, and maturing engineering or engineering-adjacent teams; experience building or significantly scaling a team is strongly preferred.
  • Outstanding communication and presentation skills, including experience working with VP-level and C-suite stakeholders.
  • Ability to drive large-scale transformation programs across a cross-functional environment with measurable impact.
  • Strong technical depth at scale, including experience diagnosing complex integrations involving REST APIs, authentication, ETL, message queues, async patterns, and error handling/recovery.
  • Ability to balance proactive and reactive technical health work without sacrificing long-term maintainability.
  • Ability to collaborate effectively across project management, customer success, product management, engineering, and solution architecture.
  • Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function (preferred).
  • Deep domain expertise in enterprise architecture areas such as loyalty, identity, payments, point of sale, or catalog (preferred).
  • Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment (preferred).
  • Experience in a platform company partner/integration ecosystem, including familiarity with multi-tenancy, CI/CD, cloud architectures, and gRPC/protobuf (preferred).

Benefits

  • Highly market-competitive compensation.
  • Remote role with Flex First work policy and location-based pay.
  • New hire equity grant plus annual refresh grants.
  • Benefits offerings available to employees.
  • Base salary range of $152,000-$193,000 USD depending on work location.

Interested in this position?

Apply directly on the company website

Apply Now

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