# Senior Manager, Technical Account Management (Enterprise)

**Company**: Instacart
**Location**: United States - Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $152,000-$193,000
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/instacart/jobs/8077677?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0a5132fd-85b

## Description

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.

## 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.

## Responsibilities

- 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

## 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

## Benefits

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.

## Skills

### Required
- technical account management
- solutions engineering
- architecture
- technical consulting
- engineering
- SaaS
- platform environments
- REST APIs
- authentication
- ETL
- message queues
- async patterns
- error handling and recovery

### Nice to have
- founding or bootstrapping a TAM
- professional services
- post-launch technical delivery function
- loyalty
- identity
- payments
- point of sale
- catalog
- grocery retail
- e-commerce ecosystem
- in-store operations
- last-mile fulfillment
- multi-tenancy
- CI/CD
- cloud architectures
- gRPC/protobuf

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/instacart/jobs/8077677?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)