Senior Manager, Technical Account Management – Enterprise

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $152k - $193k / year

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $232M Venture Round on 2021-11

Food & Beverage • Logistics • eCommerce

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 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.

🎯 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 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.

🏖️ Benefits

• Equitable pay and compensation • Eligible for a new hire equity grant as well as annual refresh grants • Very competitive compensation and benefits in each location