Instacart
Instacart, the leading grocery technology company in North America.
San Francisco, CA
Remote

Senior Enterprise Technical Account Manager

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We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

OVERVIEW

As a Senior Enterprise Technical Account Manager (TAM), you will draw on your customer-facing skills, relationship building abilities, and technical acumen to help our retailers successfully navigate the platform. Through ownership of a dedicated number of retailer accounts, you effectively support and lead all technical conversations. This role is for a highly motivated and self-directed individual seeking an impactful role aimed at changing the way consumers shop for groceries (and more!) via a cutting-edge e-commerce platform, and to work with some of the largest retailers in the world on solving large scale business problems. This responsibility includes developing a strong partnership across Engineering, Product, Business Development and many other cross-functional partners.

ABOUT THE JOB

  1. Technical Support and Relationship Management
  2. Improve Customer Performance - Advocate On Behalf Of The Customer
  3. Collaborative Execution
  • You will own the overall success of partner technical deployments (releases, version upgrades, bug fixes, new features/enhancements) and support strategy.
  • Additionally, you will be part of a group responsible for being the technical point of contact for diagnosing, investigating, and triaging platform functionality and 3rd party integrations.
  • Optimize your portfolio of accounts by consistently reviewing your customer’s technical performance and overall platform health - including error rates, data feed optimization, up-time, etc., understanding the opportunities and then tweaking variables and configurations for improvements
  • You will investigate data anomalies (i.e. order creation, cancellations, payments, logins, etc.) and answer support questions from both internal and external parties
  • As a member of the Technical Delivery team, you will regularly engage with diverse internal and external stakeholder groups. Internally, you will be collaborating with cross-functional and geographically dispersed teams, but also engaging with Engineers and Product Managers on a day-to-day basis in our Toronto office. 
  • Lead status calls with retailer(s) to drive discussion and resolution on outstanding support issues ranging in severity, complexity, and environment (Production & Non-Production).  
  • Work with retailers and cross functional teams to properly plan, mitigate and execute production changes
  • Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing preset business priorities and adhering to SLAs. Own the follow-up on action items and leverage all issues and incidents as opportunities to identify improvement areas and to grow and mature our processes and teams.
  • Keep up to date on Instacart's products/platform, i.e. new product features, restrictions and limitations, best practices as well as technical details. You will be the customer's first and main point of contact for all product related issues and questions.
  • Meticulously document new ideas, lessons learned, and customer-specific knowledge (integrations, customizations, configurations) in our internal knowledge base. Document customer specific technical support processes and runbooks to ensure team productivity and efficient communication.
  • Work with business, engineering and product teams to execute on customer priorities and ensure you’re also supporting broader Instacart goals and objectives
  • You will be working alongside the following teams: Business Development, Technical Project Management, and Solutions Delivery. The TAM role reports into the Instacart Engineering Organization and is a fundamental component of account management under the Technical Delivery team. 

ABOUT YOU 

  • You have a Bachelor's degree in Computer Science, related technical field, or equivalent practical experience with 2+ years of experience working as a Senior Technical Account Manager supporting Enterprise solutions. 
  • Deep knowledge of the logistics of SaaS application development, distributed systems, and release/version management.
  • You have outstanding technical aptitude and acumen. You can quickly learn the ins and outs of our e-commerce platform to optimize retailer performance.
  • You excel at learning new software quickly and often have an intuitive knowledge about how product features work.
  • You have practical hands on experience and working knowledge of SQL and APIs (HTTP REST).
  • Working knowledge of the Linux command line and Git.
  • You have incident management experience for critical issues impacting a production environment. 
  • You have initiated and driven significant process improvements in the past, leading to better customer outcomes.
  • You are independent and thrive in a self-motivated fast-paced, often ambiguous, and rapidly changing environment. You have a strong bias for action and the ability to juggle multiple priorities. You can create a sense of urgency for day-to-day priorities requiring immediate attention. 
  • You approach troubleshooting strategically and critically always looking to challenge the status quo and offer up viable solutions/options.
  • You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders. 
  • You have a data-driven decision making mentality that will allow you to draw insights and tell a compelling story to improve customer performance and relationships.
  • You have a detail oriented mindset with the ability to thrive in fast moving, ambiguous environments.
  • You have excellent communication and presentation skills.
  • You will develop “best practice solutions” and create guides (run/playbooks) for internal and external stakeholders..
  • Working knowledge of or the ability to read and understand software written in Python or Ruby is considered an asset.
  • You are familiar with DevOps and CI/CD - experience in working with Jenkins, Spinnaker, AirFlow, and Terraform would be considered an asset.
  • You have familiarity with Public Cloud providers such as AWS and GCP and other cloud technologies such as Kubernetes and Docker

#LI-Remote

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

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What are Instacart Perks + Benefits

Instacart Benefits Overview

A job is just one of the ingredients in a full life. We believe in supporting our employees and their family’s overall health and wellness to support their whole life.

Wellness Tailored to You
Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.

Work From Home Stipend
We help outfit your WFH setup so you can be your most productive while at home.

Flexible Time Off
We all recharge differently. Take the time you need with our flexible time off policy.

Family Building Benefits
No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active Parents@ community.

Learning & Development
Whether you’re just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.

Future Planning
We have you covered as you plan for your future. Student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.

Community Connection
Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.

Instacart Express Membership
We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Our Executive team, led by CEO Fidji Simo, is 55% women
Mandated unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity manifesto
Diversity employee resource groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), Parents@, and Women@.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Family medical leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Return-to-work program post parental leave
Company sponsored family events
We partner with our Parents@ community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job training & conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

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