Matthew Flores

Matthew Flores has over 11 years of professional experience in customer success and customer experience roles. In 2020, they began working at 12twenty as the Associate Director of Customer Success, and was promoted to Manager, Customer Success and then Senior Customer Success Manager. In this role, they were responsible for 12twenty's suite of products which provided career advisers with a platform to more effectively manage the employment process, gave students a better understanding of the recruiting cycle, and helped employers find their perfect candidate.

Prior to this, Matthew worked at Alliance for Housing and Healing as the Development and Communications Manager in 2018, and at DialogTech as a Customer Success Manager also in 2018. In 2017, they were the Director of Customer Experience at Factor_, where they streamlined the customer journey and reduced customer churn. In 2015, they were a Customer Success Manager- Strategic Accounts at Act-On Software, Inc.

From 2014 to 2017, Matthew was the Manager of Customer Experience at Swap.com, a leading online consignment retailer in maternity, baby and kids' apparel, toys, accessories, and women's wear. In 2013, they were a Health Plan Specialist II at Medica, where they managed and closed inquiries from active, terminated, and prospective members.

Matthew began their professional career in 2009 as the Business Manager at Alternate Decision Makers Incorporated, where they managed relationships with clients family, court system, and all interested parties. Matthew also performed financial assessments and collaborated with case managers to identify potential issues. In 2008, they were a Program Consultant at MotivAction, where they researched complex questions pertaining to customers utilizing company services and developed and implemented evidence-based ordering procedures.

Matthew Flores is currently enrolled at Metro State University, pursuing a degree in Human Services Administration. Matthew has also obtained certifications from Google, HubSpot, and SixSigma.us, including Google AdWords and Google Analytics Certified (both obtained in May 2019), Inbound Certification (obtained in July 2015), and Lean Six Sigma Green Belt, Project Management (obtained in July 2015).