Instacart

Connects grocery buyers with local stores

Technical Account Manager - Technical Account Management, Enterprise

Implementation & Technical Account ManagementUpdated on Nov 11

Full-timeRemote in USA

About the Job

Requirements

At least 10 years of experience in technical account management, solutions engineering or architecture, technical consulting, or engineering, ideally in SaaS or platform environments.
At least 5 years of experience leading, hiring, and maturing engineering or engineering-adjacent teams.
Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues.
Ability to define and drive large-scale transformation programs across a cross-functional landscape with measurable impact.
Engineering depth at scale and speed, including the ability to analyze and diagnose complex platform integrations involving REST APIs, authentication, ETL, message queues, asynchronous patterns, error handling, and recovery, and drive improvements.
Ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability.
Ability to coordinate across internal partners in project management, customer success, product management, engineering, and solution architecture to deliver successful outcomes.

Responsibilities

Build, train, and lead the Technical Account Management team and own post-launch technical excellence for the Storefront Pro product.
Define, develop, and refine the platform health approach for Storefront Pro; identify and monitor key metrics and establish measurement as a foundational team practice.
Design and operate the team's operating model, including portfolio assignment, tiering by account size and complexity, coverage, and escalation paths, and evolve it as the portfolio scales.
Develop and operate intake and prioritization systems across external and internal stakeholders, balancing priorities across resource management, product roadmap, and business commitments.
Serve as a senior escalation point for critical issues, communicating with retailer stakeholders at all levels, including C-suite, on platform matters.
Negotiate scope and responsibility boundaries with partners and internal teams, defining what the Technical Account Management function owns versus Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering.
Initiate and operate cross-functional initiatives that drive continuous technical improvement in Storefront Pro deployments and operations, and synthesize systemic patterns to influence product and engineering roadmaps.

Desired Qualifications

Experience founding or bootstrapping a Technical Account Management, professional services, or post-launch technical delivery function.
Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog.
Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment.
Experience within a platform company's partner or integration ecosystem; familiarity with multi-tenancy, CI/CD, and cloud architectures; exposure to gRPC/protobuf in addition to REST.
Experience building or significantly scaling a team is strongly preferred.

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for our premier Storefront Pro (SFP) product.

Storefront Pro is the market leader in e-commerce solutions for grocery, combining Instacart's enormous scaling abilities with best-in-class customer experiences, while bridging online and in-store commerce.

Over the past two years, SFP has grown explosively, launching triple digits of retailers ranging from local independent favorites to midsize players to multinational giants — totalling billions in revenue. You will own post-launch technical health and excellence across the entire SFP space, founding and scaling a tiered TAM organization to match the size and complexity of that portfolio.

About the Job

Hire, train, and develop the Technical Account Management team from the ground up, growing it through coaching and mentorship into a world-class practice
Define, develop, and refine the approach to platform health for SFP; identify and monitor key metrics and establish measurement as a foundational team practice
Design and operate the team's operating model — portfolio assignment, tiering by account size and complexity, coverage, and escalation paths — and evolve it as the portfolio scales
Develop and operate systems of intake and prioritization spanning external and internal stakeholders, balancing competing priorities across resource management, product roadmap, and business commitments
Serve as a senior escalation point for critical issues, communicating with retailer stakeholders at all levels — including C-suite — across a range of platform matters
Negotiate scope and responsibility boundaries with partners and internally, holding a principled line on what the TAM function owns versus Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering
Initiate and operate internal cross-functional initiatives that drive continuous technical improvement in SFP's deployments and operation, and synthesize systemic patterns into product and engineering roadmap influence

About You

Minimum Qualifications

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 and/or engineering-adjacent teams; experience building or significantly scaling a team is strongly preferred
Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues
Ability to define and drive large-scale transformation programs across a cross-functional landscape with measurable impact
Engineering depth at scale and speed: ability to analyze and diagnose complex platform integrations — REST APIs, authentication, ETL, message queues, async patterns, error handling and recovery — and drive improvements
Proven ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability
Ability to thrive in a highly collaborative landscape, coordinating across many internal partners (project management, customer success, product management, engineering, solution architecture) to consistently deliver successful outcomes

Preferred Qualifications

Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function
Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog
Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment
Experience within a platform company's partner/integration ecosystem; familiarity with multi-tenancy, CI/CD, and cloud architectures; exposure to gRPC/protobuf in addition to REST

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$183,000—$193,000 USD

$176,000—$185,500 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$167,000—$176,500 USD

All other states

$152,000—$160,500 USD

CA, NY, CT, NJ 183000 - 193000 USD
WA 176000 - 185500 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI 167000 - 176500 USD
All other states 152000 - 160500 USD

About the Company

Instacart

Connects grocery buyers with local stores

Instacart runs a grocery marketplace where customers order from local retailers across the United States and Canada for delivery or pickup. Its Enterprise Platform also sells software that lets retailers operate their own online stores and manage order fulfillment. Customers choose items through its app or website, and independent contractor shoppers pick and deliver orders using its fulfillment technology. The company earns fees from customers and retailers, sells Instacart+ memberships with delivery benefits, and charges brands for advertising and retailers for software subscriptions. Instacart was founded in 2012 and is headquartered in San Francisco, California.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: San Francisco, CA
Founded: 2012

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