Senior Manager, Technical Account Management (Enterprise) @Instacart

Overview

Instacart is seeking a Senior Manager to build, train, and lead their Technical Account Management (TAM) practice, owning post-launch technical excellence for the Storefront Pro (SFP) product. The SFP is a market leader in e-commerce solutions for grocery, offering a platform that combines scaling abilities with high-quality customer experiences.

Key Responsibilities

• Hire, train, and develop the Technical Account Management team, coaching and mentoring to create a world-class practice.
• Define and develop the approach to platform health for SFP, monitoring key metrics and ensuring measurement practices are foundational.
• Design and operate the team's operational model, adjusting for portfolio size and complexity.
• Establish systems of intake and prioritization, balancing competing priorities across various commitments.
• Serve as a senior escalation contact for critical issues, engaging with retailer stakeholders including C-suite members.
• Negotiate responsibilities with internal partners, clarifying boundaries between TAM and other functions like Customer Success and Engineering.
• Lead internal initiatives that promote continuous improvement in SFP's deployments and operational effectiveness.

Requirements

• 10+ years in technical account management or related fields, ideally in SaaS or platform environments.
• 5+ years in leadership roles, with experience significantly scaling a team preferred.
• Excellent communication skills, comfortable liaising with high-level stakeholders.
• Proven ability to lead large-scale transformation programs with measurable results.
• Strong background in analyzing complex platform integrations to drive improvements.
• Capacity to balance urgent needs with long-term maintainability.
• A collaborative approach to working with internal partners to achieve successful outcomes.

Benefits

Instacart offers competitive compensation and benefits, including new hire equity grants and annual refresh grants. Specific base pay for this role in Canada is between $162,000 — $171,000 CAD, depending on the candidate's experience and skills.

Location

This role is remote, but only available for candidates located in Ontario, Alberta, British Columbia, or Nova Scotia.

How to Apply

Instructions on how to apply are not specified in the provided details.

Deadline

No specific application deadline is mentioned.