Matthew J. Valenti
Emporium
Summary
Professional in Customer Success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
16
16
years of professional experience
Work History
Customer Success Consultant
Lumen Technologies
01.2024 - 01.2025
- Customer Success Plan Implementation: Develop and execute customized success plans to drive value and align with enterprise client objectives.
- Relationship Management: Cultivate and maintain strong, trust-based relationships with key stakeholders to ensure customer loyalty.
- Revenue Growth & Retention: Focus on revenue retention and growth through value realization, renewals, and risk mitigation strategies.
- Risk Management: Identify potential risks, resolve issues quickly, and activate cross-functional support to ensure customer success.
- Customer Health Monitoring: Track key metrics (usage, health indicators, renewals) to ensure alignment with client goals.
- Product Adoption: Assess product adoption levels, address roadblocks, and leverage digital resources to maximize utilization.
- Thought Leadership: Provide strategic guidance to strengthen client trust and drive continued value.
- Opportunity Identification: Identify upsell/cross-sell opportunities and collaborate with sales to expand business partnerships.
- New Customer Onboarding: Partner with sales, delivery, and support teams for seamless deployment and integration of new solutions.
- Cross-Functional Coordination: Serve as the primary contact, coordinating internal teams to ensure a unified and efficient customer experience.
Customer Success Advocate II
Lumen Technologies
01.2022 - 01.2024
- Customer Success Enablement: Ensure SMB customers achieve their critical business goals by maximizing the value of their existing Lumen solutions.
- Customer Success Plan Implementation: Use standardized journey templates to set expectations and guide customers through key milestones (Get, Use, Pay & Renew).
- Customer Metrics Management: Monitor and manage customer health metrics (usage, churn risk, NPS, renewals) to align with customer objectives and ensure success.
- Opportunity Identification: Leverage in-depth knowledge of Lumen’s portfolio to identify upsell/cross-sell opportunities and collaborate with sales for qualification.
- Revenue Management & Growth: Drive revenue retention and expansion through value realization, renewals, risk management, and customer growth strategies.
- Cross-Functional Collaboration: Partner with sales, delivery, and support teams to ensure smooth deployment and minimize billing disputes through proactive first bill reviews.
- Renewal & Re-rate Management: Oversee contract end-dates, manage renewals, and facilitate technology evolution to improve profitability through on-net migrations.
Customer Care Manager
CenturyLink/Lumen Technologies
01.2019 - 01.2022
- Serve as the single point of contact for assigned customer accounts with medium-to-large revenue scope and complex product requirements.
- Partner closely with sales and service delivery teams to understand, implement, and support sold solutions.
- Manage critical delivery milestones, providing escalation support to ensure on-time fulfillment of customer commitments.
- Coordinate order submission, provisioning, and lifecycle management in accordance with established processes.
- Proactively manage customer service needs, ensuring high satisfaction and alignment with expectations.
- Resolve order exceptions by collaborating with sales and service delivery throughout the order lifecycle.
Remanufacture Service Technician
General Electric Transportation
01.2016 - 01.2019
- Provide manufacturing support for manufacturing, remanufacturing, and utilized as subject matter expert on projects of UX Traction Motor Combo components for the facility within quality guidelines.
- Accountable to assess and resolve mechanical malfunctions in locomotive fan engines within quality guidelines and government standards.
- Management of equipment/supply inventory as it was received into the facility.
- Assumed role of subject matter expert on project to build 45 HP electrical motor more efficiently to resolve failure.
- Metal fabrication of housing for fan blowers.
- Elected as Sargent of Arms for union board.
Centralized Support, Service Delivery Associate II
Level 3 Communications
01.2009 - 01.2016
- Managed global customer projects for the installation of data and voice connectivity, Inbound Automated Service Requests (ASR), Record Changes, financial account management, Move-Add-Change (MAC) and Disconnect Requests.
- Managed and implemented global projects for data and voice connectivity within corporations which required me to meet schedule deadlines, financial planning/budget reconciliation, stakeholder management, and performed quality assurance/control measures to ensure customer satisfaction.
- Allocation of resources for customer orders to various teams within Level 3 to ensure deadlines were met and quality objectives were achieved.
- End of month planning for sales force orders which we entered and prioritized them based on highest to lowest volume.
- Expedited VP requests for customer orders.
Education
OSHA training -
01.2018
High School Diploma - Business
Austin Area High School
01.2004
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- MS office
- Analytical thinking
- Strategic planning
- Issue resolution
Contributions
- Customer Success
- Emotional Intelligence
- Quality Assurance/Management
- Stakeholder Management
- Budget Forecast/Planning/Reconciliation
- CRM
- Problem Solving
- Project Management
- Team Building
Timeline
Customer Success Consultant
Lumen Technologies
01.2024 - 01.2025
Customer Success Advocate II
Lumen Technologies
01.2022 - 01.2024
Customer Care Manager
CenturyLink/Lumen Technologies
01.2019 - 01.2022
Remanufacture Service Technician
General Electric Transportation
01.2016 - 01.2019
Centralized Support, Service Delivery Associate II
Level 3 Communications
01.2009 - 01.2016
High School Diploma - Business
Austin Area High School