Senior Manager, Technical Account Management
Lead and scale Instacart's Technical Account Management practice for Storefront Pro, owning post-launch technical health, platform excellence, and cross-functional initiatives for major grocery retailers. Requires 10+ years technical experience including 5+ years managing teams, deep integration troubleshooting skills, and C-suite communication.
About the job
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 Storefront Pro (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.
Nice-to-Haves
- 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.
Skills
Technical Account Management, Solutions Architecture, REST APIs, ETL, Message Queues, CI/CD, Cloud Architectures, gRPC, Protobuf
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