The opportunity
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,…
What you'll do
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
What they're looking for
- 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
