Senior TAM Leader for Storefront Pro Excellence

EngineersOfAI; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for Storefront Pro (SFP). Storefront Pro is the market leader in grocery e-commerce, bridging online and in-store experiences.

You will hire and coach the TAM team, define health metrics, and design an operating model that scales with the portfolio's growth across retailers from local to multinational.

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.

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 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

Skills

Technical account management

Solutions engineering

Engineering leadership

Executive liaison

Transformation programs

SaaS/platform experience

Job description

Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for Storefront Pro (SFP). Storefront Pro is the market leader in grocery e-commerce, bridging online and in-store experiences.

You will hire and coach the TAM team, define health metrics, and design an operating model that scales with the portfolio's growth across retailers from local to multinational.