Senior Manager of Technical Account Management (Enterprise)

Join Instacart as a Senior Manager of Technical Account Management (Enterprise). In this role, you will build, train, and lead our Technical Account Management (TAM) practice, ensuring post-launch technical excellence for our premier Storefront Pro (SFP) product. You will be responsible for hiring and developing the TAM team, defining and refining the approach to platform health, and serving as a senior escalation point for critical issues. The ideal candidate will have 10+ years of experience in technical account management or related fields, with a strong understanding of the grocery retail or e-commerce ecosystem.

• Construire, former et diriger l'équipe de gestion des comptes techniques, en développant et en affinant l'approche de la santé de la plateforme pour le produit Storefront Pro.
• Définir et mettre en œuvre le modèle opérationnel de l'équipe, y compris l'attribution des portefeuilles, le classement par taille et complexité des comptes, et les chemins d'escalade.
• Servir de point d'escalade senior pour les problèmes critiques, en communiquant avec les parties prenantes des détaillants à tous les niveaux, y compris le niveau C.

• Proven ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability
• Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues
• 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
• 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
• 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
• 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
• Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog
• Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function