Matthew F. Email & Phone Number

Los Angeles, Ca, Us

Santa Monica, Ca, Us

As the first Customer Success Manager at 12twenty, I have been instrumental in building and leading the entire Customer Experience department, which includes support, onboarding, and customer success. I oversee the customer success teams for both our university and employer partners, ensuring we drive customer adoption, retention, and expansion. My role involves innovating processes, leveraging new technologies, and contributing to the executive team's strategic initiatives.Accomplishments:- Built the Customer Experience department from the ground up, covering support, onboarding, and customer success- Maintained a 98% gross churn rate on a $10M base and achieved 112% net negative churn year over year since 2021- Established a new revenue-driving account management team, generating $260K in account expansion revenue annually.- Rebuilt the in-person User Conference post-COVID, attracting over 150 attendees, offering 20+ sessions, and generating an additional revenue channel. - Established the Customer Success Manager (CSM) playbook to enhance team efficiency and effectiveness.- Developed a 1:Many webinar strategy to scale customer success efforts- Directly manage two department heads and oversee a 12-member Customer Experience Team.- Consistently innovate new processes and technologies to improve customer adoption, retention, and expansion.- Serve as a member of the executive team, contributing to strategic decision-making and company growth initiatives.

Santa Monica, Ca, Us

Santa Monica, Ca, Us

Santa Monica, Ca, Us

12twenty is changing the way university career centers, students, and employers approach career recruitment. Our suite of products provides career advisers with a platform to more effectively manage the employment process, gives students a better understanding of the recruiting cycle, and helps employers find their perfect candidate.

Los Angeles, Ca, Us

• Responsible for 1M in fundraising and event donations from key donors and corporate sponsors• Managed book of major donors that collectively brought the agency $250K in 2019 up 30% from fiscal year ending 2018• Increased new supporters by 51% through acquisition campaigns and community outreach efforts• Created corporate sponsorship proposals that generated over $425K in sponsorship revenue in 2019• Supervised creation of digital properties, marketing campaigns and overall digital outreach efforts on social media and website• Presented at community workshops and City Council meetings• Managed project timelines for all events and marketing calendars• Partnered with over 100 volunteers and supervised all on-site responsibilities for Alliance events

Chicago, Illinois, Us

● Partnered with corporate and enterprise clients to align their goals and marketing strategies with DialogTech's solutions, ensuring that they receive the best return on investment● Managed customer project timelines, drove success roadmaps, and presented executive business reviews ● Drive product innovation by identifying potential strategic opportunities through weekly training and strategy sessions● Mitigate organizational risk by securing 75% of book revenue through long-term customer contracts ● Utilized ZenDesk and Salesforce to track customer request and contracts

Batavia, Il, Us

• Streamlined customer journey, which ultimately reduced customer implementation timeline from six days to three days. This resulted in a 10% reduction of customer churn month to month. • Manage project timelines, success roadmaps, and handle all reporting and analysis needs for leadership team• Create best practices and training resources for team• Successfully manage and coach five Customer Experience Associates • Partnered with strategic customers post sales to ensure adoption and training of the service prior to the role being dissolved

Portland, Oregon, Us

● Managed our Strategic Partner accounts to assure their success with the software through driving implementations and weekly training sessions ● Consultant on marketing content and nurture campaigns to help generate an increase of marketing qualified leads to prove return on investment● Maintain project timelines, road-maps and deliverables through monthly account reviews● Create and present training webinars and resource material● Pilot new implementation programs and provide use cases to leadership team● Mentor new Customer Success Managers to ensure their success ● Manage quarterly projects

Bolingbrook, Illinois, Us

Swap.com is the leading online consignment retailer in maternity, baby and kids'​ apparel, toys, accessories, and women's wear. Our mission is to leave the world a better place. We offer people a way to consume in an environmentally-friendly way, without compromising quality and service. ● Developed proactive customer outreach strategy, ultimately contributing to a month to month customer retention rate of 57%.● Consistently achieved a 96% monthly customer satisfaction rating.● Partnered with development team to build customer credit & awards system to further enhance customer loyalty.● Delivered weekly management report to leadership team consisting of support analysis, forecast, staffing needs, and project status. ● Authored support articles, blog post, and manage social media channels.● Served as a contributing editor for our quality control team that constructs, implements and carries out training material for new team members in multiple positions.● Successfully interview, hire, and coach support agents.

• Responsible for managing and closing all inquiries from active, terminated, and prospective members of Medica. • Partner with internal departments to assist in the research and resolution of complex issues.• Utilize outside vendors to effectively process member request and questions.• Provide an exceptional level of service to current and prospective Medica members as well as proactively assisting with retention. • Responsible for meeting department standards for quality and calls per hour. • Assist in special projects assigned by leadership.

• Manage relationships with clients family, court system, and all interested parties• Performed financial assessments; including quarterly P&L reports and monthly account reconciliation. • Collaborated with case managers to identify potential issues and develop a financial plan for each client.• Provided informational meetings for client acquisition within nursing homes, state agencies, and fundraising events• Interviewed, hired and trained case managers and administrative staff.

- Researched complex questions pertaining to customers utilizing company services; analyzed and reported conclusions to the company to improve service delivery.- Developed and implemented evidence-based ordering procedures that streamlined open orders with vendors to eliminate errors and back-order delays. - Managed multiple projects by partnering with Account Manager in order to build and grow several large loyalty programs.- Subject Matter Expert on three national accounts. - Served as primary contact for all vendors in order to build and maintain positive relationships for the company.