Instacart
Instacart is a North American leader in online grocery delivery.
San Francisco, CA
Remote

Senior Technical Account Manager, Ads at Instacart

| San Francisco, CA + 1 more | Remote
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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 Senior Enterprise Technical Account Manager (TAM) in Instacart's Platform Support and Operations team, you will draw on your technical troubleshooting skills and customer relationship building abilities to help our ads agency partners get the most out of their investment into Instacart's Ads API. Instacart's Ads API enables agencies to offer their customers the ability to programmatically advertise on Instacart's cutting-edge e-commerce platform. Through ownership of a dedicated number of partner accounts, you effectively handle all technical conversations, lead new partner onboarding and drive issue resolution for support requests. This role is for a highly motivated and self-directed individual seeking an impactful role aimed at empowering Instacart's large and strategic partners to grow with us through world-class, efficient, relentless and continuously improving partner advocacy. This responsibility includes developing a strong partnership across Engineering, Product, Business Development and many other cross-functional partners.

ABOUT THE JOB

The TAM role reports into the Instacart Engineering Organization and is a fundamental component of account management under the Technical Delivery team. You will be working alongside Business Development and Product/Engineering teams. Responsibilities include:

Overall Responsibilities:

  • Serve as the main technical point of contact for ad agency partners; build sustainable relationships with partners.
  • Identify, investigate, prioritize, and resolve issues and work with cross-functional partners to develop sustainable solutions.
  • Effectively prioritize based on business impact and severity of issues. 
  • Partner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic partners.
  • Work with business, engineering and product teams to execute on partner priorities while also ensuring alignment with broader Instacart goals and objectives.
  • 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.
  • Support BD with technical insight into partners' usage (SQL query building).

Issue Management & Triaging (appx. 40%)

  • Provide frictionless technical support and holistic issue management by triaging and resolving Jira issues in accordance with SLA’s and preset business priorities. 
  • Meticulously document new ideas, lessons learned, and partner-specific knowledge (integrations, customizations, configurations) in our internal knowledge base. This includes the documentation and iteration of technical support processes and runbooks to ensure team productivity and efficient communication.
  • Research and implement solutions to prevent or mitigate partner issues through a combination of proactive support and monitoring. 
  • artner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic partners.
  • Investigate data anomalies and answer questions from both internal and external parties.
  • Lead status calls with partners on outstanding support issues ranging in severity, complexity, and environment (Production & Non-Production).

New Partner Onboarding (appx. 30%)

  • Create guides (run/playbooks) for internal and external stakeholders.
  • Remove technical blockers and track project action items and timelines.
  • Introduce new partners to the API via walkthrough(s); consult and offer insight on how to best use our product.
  • Keep up to date on Instacart's products/platform, i.e. new product features, restrictions and limitations, best practices as well as technical details. Understand and translate complex product and technical concepts to non-technical audiences.
  • Execute administrative and legal processes as part of onboarding new partners.

Technical Relationship and Release Management (appx. 20%)

  • You will own the overall technical success of the partner relationship, this includes technical deployments (feature adoption, bug fixes, new features/enhancements) and support strategy.
  • Make an impact, build relationships & provide meaningful solutions to stakeholders.
  • Aid the steady delivery of platform and process innovations and improve partner performance by informing and educating partners on new and existing product features.
  • Optimize your portfolio of accounts by consistently reviewing your partner's technical performance and overall platform health - including error rates, up-time, etc., and tweaking variables and configurations for improvements.
  • Work with partners and cross functional teams to properly plan, mitigate and execute production changes.

Incident Management (appx. 5%)

  • Take on a gatekeeping role (monitoring & alerting) in platform reliability and act as a point of escalation for our partners.
  • This role has a rotating on-call component that requires some work outside of normal business hours. When on-call you will conduct initial triaging and impact investigation and own alerting of downstream teams where necessary.
  • 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.

Channeling Product Feedback (appx. 5%)

  • Advocate on behalf of the partner by being an interface between them and Instacart for product feedback.
  • Concentrate, filter and refine product feedback; surface repeated questions and areas of confusion; gather data on potential value of feature requests.

ABOUT YOU

  • Bachelor's degree in Computer Science, related technical field, or equivalent practical experience with 3+ years of experience working as a Technical Account Manager and/or Support Analyst for Enterprise-grade solutions.
  • Bonus if you have experience in the Ads space.

Technical Experience

  • You have outstanding technical aptitude and acumen. You can quickly learn the ins and outs of our e-commerce platform to optimize partner performance.
  • Significant hands-on experience with HTTP REST APIs and SQL. Ability to quickly learn and navigate complex data models is a must-have.
  • Deep knowledge of troubleshooting distributed applications.
  • You are familiar with DevOps and CI/CD pipelines - experience in working with Docker Containers, Terraform and general release management knowledge would be ideal.
  • Working knowledge of Linux and Git/GitHub.You know how to create branches and pull requests.
  • experience working with various APM (Application Performance Monitoring) and monitoring platforms (i.e. DataDog, New Relic, Dynatrace)
  • You have familiarity with Public Cloud providers such as AWS and GCP.
  • Ideally, you have done some programming/software development before. Working knowledge of or the ability to read and understand software written in Ruby or Python is an asset.
  • You excel at learning new software quickly and often have an intuitive knowledge about how features work.
  • Incident management experience for mission-critical issues impacting production environments. 
  • You have initiated and driven significant process improvements in the past, leading to better customer outcomes.

Customer-Facing Experience and Soft Skills

  • 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. Ideally, you are familiar with ITIL processes and best practices.
  • 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.

#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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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
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What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

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.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
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 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), [email protected], and [email protected]
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave 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.
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.
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.
Company sponsored family events
We partner with our [email protected] 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 Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
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
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

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