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

Technical Account Manager

Sorry, this job was removed at 12:21 p.m. (PST) on Thursday, November 4, 2021
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We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.


OVERVIEW

As a Catalog Technical Account Manager, you will manage the technical relationship for our Marketplace retailers. You will become the expert on their catalog and how it functions and appears on Marketplace. You’ll leverage your technical aptitude to ensure the timely resolution of complex issues with the catalog and storefront, diagnose root causes, and identify long-term solutions to recurring issues. You’ll leverage your customer-facing skills to build and maintain a collaborative and productive relationship with our retailers. You will serve as a trusted advisor to our retailers by ensuring a smooth launch on the platform, assessing ongoing storefront health, and identifying areas of opportunity. You’ll partner internally across functions to identify opportunities to drive platform adoption and retailer growth. You will be a personable communicator who enjoys having a customer-facing role and solving technical challenges. 

We primarily serve 3 key segments of retailers: 1) large grocers; 2) small and medium-sized grocers; 3) general merchandise retailers (e.g., apparel, hard goods). Should you be offered this role, we will work with you to determine the best fit for your skillset. 

This role is for highly motivated and self-directed individuals who are looking to make an impact on the way consumers shop via our cutting edge e-commerce platform and work with retailers across the world.

ABOUT THE ROLE

  • Lead the technical relationship with our retailers, focused on the catalog and our Marketplace platform
  • Analyze and find opportunities in catalog and storefront health and advise retailers on how to improve their catalog to increase revenue and conversion
  • Become an expert on Instacart’s catalog and tooling and how retailers can leverage the full functionality
  • Onboard new retailers onto Marketplace
  • Lead calls with the retailers to onboard and resolve issues 
  • Prioritize, triage, and resolve a high volume of retailer issues within specified SLAs
  • Work with cross-functional teams to drive issue resolution and develop long-term improvements 
  • Analyze large sets of data, extract trends, and ensure storefront accuracy
  • Balance multiple competing priorities, prioritize accordingly, and proactively communicate status of key deliverables
  • Be involved in special projects that help our retailers and Instacart achieve strategic goals

ABOUT YOU

  • 3+ years working in customer-facing technical account management roles 
  • Experience in client service roles preferred
  • Must be experienced or comfortable in leading internal and external conversations with stakeholders at all levels - C-suite, VP, Director, Managers, and peers 
  • Solutions-oriented and results-driven
  • Exceptional written and verbal communication skills
  • Comfortable with ambiguity and able to respond to pivots in direction
  • Ability to quickly understand and confidently translate complex concepts to non-technical and executive audiences
  • Experience in retail or a consumer-facing business is a plus
  • Excellent project management skills and ability to balance competing priorities
  • Bachelor’s degree in Computer Science, Engineering, related technical field, or equivalent practical experience 
  • Advanced in SQL and Microsoft Excel 
  • Excellent troubleshooting, problem-solving, time management and organization skills
  • Ability to analyze large sets of data, extract trends, and provide recommendations
  • Strong attention to detail

#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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