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Product Support Manager

4 months ago

Kelowna, Canada AMITA HR Full time

**RainStick Shower** is an innovative and rapidly growing Canadian cleantech company, revolutionizing water usage in showers. Recognized for our groundbreaking technology, including awards such as TIME’s Best Inventions of 2023 and “Best of Innovation” at CES 2022, RainStick is committed to sustainability and excellence.

**Position**:Product Support Manager

**Location**:Ideally based in Kelowna, BC

**About the Role**:Are you passionate about sustainability and customer satisfaction? RainStick Shower is seeking a dynamic and dedicated Product Support Specialist to join our passionate, intellectually driven team. In this pivotal role, you will cultivate an in-depth understanding of RainStick products, foster strong relationships with bathroom professionals, and provide exceptional support to our customers throughout the installation and utilization processes.

**Responsibilities**:

- Manage RainStick’s bathroom professional program, facilitating onboarding and ongoing support for architects, contractors, interior designers, and plumbers.
- Engage directly with prospective clients and customers, addressing inquiries ranging from installation guidance to ongoing customer care.
- Cultivate enduring relationships with customers to drive product adoption and satisfaction.
- Serve as the primary authority on RainStick product installation, offering comprehensive technical expertise.
- Develop customer success resources to enhance user experience and product satisfaction.
- Collaborate with product, sales, marketing, and operations teams to relay customer feedback and advocate for customer needs.
- Design and implement initiatives to bolster product adoption and stimulate cross-selling opportunities.
- Act as the primary point of contact for customer issues, ensuring swift resolution and unparalleled support.
- Provide data-driven insights to inform strategic decision-making and product development initiatives.

**Skills/Requirements**:

- Minimum of 5 years of experience in construction, plumbing, customer success management, and/or technical account management.
- Willingness to travel domestically and internationally (5-10% of the time).
- Proven track record of achieving high customer retention and fostering growth.
- Exceptional customer empathy and a customer-centric approach.
- Strong interpersonal and communication skills.
- Proficient problem-solving abilities and analytical thinking.
- Entrepreneurial mindset with a comfort level in dynamic, rapidly evolving environments.
- Passion for water conservation and addressing climate change.
- Prior experience in plumbing or construction is preferred.

**Bonus Points for**:

- Positive "can-do" attitude.
- Previous experience in startup environments.
- Good sense of humour.

**Benefits**:Flexible working arrangements and a comprehensive benefits package.

RainStick Shower is an equal opportunity employer, committed to inclusion and diversity and welcomes all applicants including but not limited to: Indigenous peoples, visible minorities, all religions and ethnicities, persons with disabilities, LGBTQIA2S+ persons, and all others who may contribute to the further diversification of ideas. If you require special accommodation at any stage of the recruitment process, please indicate this in your cover letter.

Pay: $65,000.00-$85,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Paid time off
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Kelowna, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Product Management: 4 years (required)
- Account Management: 4 years (required)
- Customer Support: 4 years (required)

**Location**:

- Kelowna, BC (preferred)

Willingness to travel:

- 50% (required)

Work Location: In person