Senior Manager, Technical Account Management – Enterprise

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

eCommerce • Transport • Retail

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Hire, train, and develop the Technical Account Management team from the ground up — growing it through hands-on coaching and mentorship into a high-performing, world-class practice that owns post-launch technical excellence across the SFP portfolio. • Define and continuously refine the approach to platform health for SFP — identifying and monitoring key metrics, establishing measurement as a foundational team discipline, and designing the operating model including portfolio tiering, account assignment, coverage, and escalation paths. • Build and operate intake and prioritization systems that span both external retail partners and internal stakeholders, balancing competing demands across resource management, product roadmap, and business commitments in a fast-moving, high-stakes environment. • Serve as the senior escalation point for critical platform issues, communicating with retailer stakeholders at all levels — up to and including the C-suite — and negotiating clear scope and responsibility boundaries between the TAM function and adjacent teams including CSM, RPM, Solution Architecture, and Engineering. • Initiate and lead cross-functional initiatives that drive continuous technical improvement across SFP deployments, synthesizing systemic patterns into actionable product and engineering roadmap influence — ensuring that the lessons learned at the account level create lasting, structural improvements to the platform.

🎯 Requirements

• 10+ years of experience in technical account management, solutions engineering or architecture, technical consulting, or software engineering, ideally within SaaS or platform environments • 5+ years of experience leading, hiring, and growing engineering or engineering-adjacent teams, with demonstrated experience building or significantly scaling a team from an early stage • Outstanding communication and presentation skills, including direct experience engaging VP-level and C-suite stakeholders on high-priority technical and business issues • Demonstrated ability to define and drive large-scale transformation or operational programs across cross-functional organizations, with measurable outcomes • Hands-on technical depth with complex platform integrations at scale — including REST APIs, authentication, ETL pipelines, message queues, async patterns, and error handling and recovery — with the ability to analyze, diagnose, and drive resolution of issues • Proven ability to balance proactive and reactive approaches to technical health, consistently delivering on urgent needs without sacrificing long-term platform maintainability.

🏖️ Benefits

• Highly market-competitive compensation • Remote work options • New hire equity grant • Annual refresh grants