At a Glance
- Tasks: Lead and develop a world-class Technical Account Management team for our innovative grocery e-commerce platform.
- Company: Join Instacart, transforming the grocery industry with a focus on community and flexibility.
- Benefits: Enjoy flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to engage with C-suite stakeholders and drive transformation.
- Why this job: Make a real impact in a rapidly growing sector while leading a talented team.
- Qualifications: 10+ years in technical account management and experience building high-performing teams.
The predicted salary is between 118800 - 145200 $ per year.
We're transforming the grocery industry at Instacart, where 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. 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 is a Flex First team. 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.
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. 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.
Senior Manager, Technical Account Management in Winnipeg employer: EngineersOfAI
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