Rafael Maida Colindres
Manager of Customer Success at Birdwatch- Claim this Profile
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English Native or bilingual proficiency
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Spanish Native or bilingual proficiency
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French Professional working proficiency
Topline Score
Bio
Credentials
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Influencing People
Coursera Course CertificatesAug, 2016- Nov, 2024 -
HTML & CSS
CodecademyJul, 2016- Nov, 2024 -
Moodle 3 Course Creation
UdemyJul, 2016- Nov, 2024 -
Managing Talent
Coursera Course CertificatesJun, 2016- Nov, 2024 -
Inspiring and Motivating Individuals
Coursera Course CertificatesMay, 2016- Nov, 2024 -
Inbound Certification
HubSpot AcademyDec, 2018- Nov, 2024 -
Inbound Certification
HubSpot AcademyOct, 2017- Nov, 2024
Experience
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Birdwatch
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United States
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Consumer Services
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1 - 100 Employee
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Manager of Customer Success
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Jan 2023 - Present
Acting as a bridge between the operation and product team, the role looks after both customer and employee experiences and journeys, working in developing a cohesive service offering by: - Intimately understanding customer needs and use cases - Driving the Birdwatch vision for delight and service excellence - Owning the measurement of customer success metrics and the attainment of customer success goals - Liaising with all stakeholders involved in service delivery and customer experience - Representing both customer and operational team needs from a product and process perspective - Translating strategic and tactical business goals into customer initiatives Show less
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Freelance
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Barcelona, Catalonia, Spain
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Customer Experience Consultant
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Oct 2022 - Present
- Consultant to companies looking to map and build stronger Customer Journeys - Develops methods to capture the Voice of Customer - Defines touch-points, their voice, and channels of interaction needed throughout a service blueprint - Estabilshes processes that result in a seamless handoffs from customer facing interactions to backoffice workflows and viceversa - Consultant to companies looking to map and build stronger Customer Journeys - Develops methods to capture the Voice of Customer - Defines touch-points, their voice, and channels of interaction needed throughout a service blueprint - Estabilshes processes that result in a seamless handoffs from customer facing interactions to backoffice workflows and viceversa
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ESW Capital
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United States
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Venture Capital and Private Equity Principals
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1 - 100 Employee
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Customer Success Manager
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Jan 2021 - Nov 2022
- Engages with customers to drive their success by fostering feature adoption and upselling services- Builds relationships with senior levels to ensure customer success with product/software offerings. - Looking after over $10M in revenue by building customized success plans based on specific use cases and the benefit new feature adoption can bring to their business. - Develops quantifiable success models for SaaS and On-Prem offerings- Identifies levels of success and flags churn risks- Serves as an additional escalation contact for product related matters Show less
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Global Trade Content
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Jan 2019 - Dec 2020
- Created playbooks for the execution of tasks supporting the automation of supply-chain solutions. - Connected with ad-hoc government agencies world-wide to request and validate customs and trade-related data. - Communicated with clients and fulfills timely requests. Developed database solutions to deliver trade related data
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Rafael Maida y Asociados
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El Salvador
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Freelance Consultant
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Jan 2010 - Oct 2021
- Assists in course and curriculum preparation. - Develops tools for data analysis based on team and organizational environment evaluation. - Supports profile and report construction for 360 evaluations. - Documents, reports and material translation. - Assists in course and curriculum preparation. - Develops tools for data analysis based on team and organizational environment evaluation. - Supports profile and report construction for 360 evaluations. - Documents, reports and material translation.
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Distribuidora Origenes Guatemala
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El Salvador, Honduras, Guatemala
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Lead Account Manager and Business Developer for Central America
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Jan 2017 - Nov 2020
- Developed business opportunities within the apparel market in the Central American region - Managed the relationship between the brand/manufacturer and retail partners/re-sellers - Increased channel size from 2 to 41 retail partners in 2 years - Identifies leads, engaged in negotiation and closed deals with diverse points of sales - Managed billing and invoicing for different partners and points of sale across the region - Developed business opportunities within the apparel market in the Central American region - Managed the relationship between the brand/manufacturer and retail partners/re-sellers - Increased channel size from 2 to 41 retail partners in 2 years - Identifies leads, engaged in negotiation and closed deals with diverse points of sales - Managed billing and invoicing for different partners and points of sale across the region
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Ria Money Transfer
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United States
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Financial Services
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700 & Above Employee
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Global Learning and Development Specialist
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Dec 2015 - Aug 2017
- Designed and implemented the digital transformation of the Learning and Development department reducing cost by 25% - Revamped training curricula to a learner-centered approach which resulted in a 60% increase in new-hire retention (first 90 days) - Supported organizational development efforts, designing courses to develop leadership skills, coaching techniques, and to support new line of business implementation. - Participated in the selection process of new Learning and Development specialists and their training to succeed at their job. - Supported internal promotions processes by developing programs that prepared front-line team members to apply for higher positions and be ready when the time came for them to demonstrate their skills. Show less
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TELUS International Central America
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Canada
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Telecommunications
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700 & Above Employee
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Team Operations Supervisor
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Nov 2011 - Dec 2012
- Supported a team of operators on their daily tasks, providing one-on-one coaching, measuring metrics, developing agent tailored performance targeting action plans- Took part in new lines of business implementations providing insight on site capabilities, recruitment and training needs.
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Senior Product Trainer
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Jan 2010 - Nov 2011
- Delivered, designed and certified new hire training programs and employees. - Supported new trainer certification processes. - Attended organizational development courses and tailored them to satisfy site needs. - Sourced for courses beneficial to the operation from a network of organizational development providers.
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SYKES
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Project Manager
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Oct 2009 - Jan 2010
- Deployed projects that impacted all accounts at a specific area, such as absenteeism and employee satisfaction
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Product Knowledge and Information Manager
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Mar 2007 - Sep 2009
- Aligned Quality Assurance and Training Department efforts to support knowledge content creation and distribution to the call center operation. - Managed a team of Subject Matter Experts or SMEs who provided real-time support to agents on the floor; thus, providing front line needs to add to the department's pipeline
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Product Trainer
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Nov 2005 - Feb 2007
- Delivered new hire tech support, customer service, and multi tasking training programs- Supported account operations by developing training courses that addressed content/process knowledge or supported the launch of a new product/procedure.
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Education
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2021 - 2022
EAE Business School
Master's degree, Customer Experience and Innovation -
EAE Business School
Minor, Project Management -
2016 - 2021
Universidad Internacional de La Rioja
Bachelor’s Degree, Business/Corporate Communications
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