MATTHEW VALENTI
Emporium
Summary
Results driven customer success strategist with expertise in relationship management and risk mitigation. Skilled in identifying upsell opportunities and collaborating across teams to achieve seamless onboarding and customer satisfaction. Dedicated to monitoring key performance metrics to align services with client objectives.
Overview
17
17
years of professional experience
Work History
CUSTOMER SUCCESS CONSULTANT
Lumen Technologies
Remote Work from Home
01.2024 - 10.2025
- Customer Success Plan Implementation: Develop and execute customized success plans to drive value and align with enterprise client objectives.
- Revenue Growth & Retention: Drove revenue retention and growth by implementing value realization strategies, managing renewals, and mitigating risks.
- Customer Health Monitoring: Monitored key metrics (usage, health indicators, renewals) to align services with client goals and enhance satisfaction.
- Product Adoption: Assess product adoption levels, address roadblocks, and leverage digital resources to maximize utilization.
- Relationship Management: Cultivate and maintain strong, trust-based relationships with key stakeholders to ensure customer loyalty.
- Risk Management: Identify potential risks, resolve issues quickly, and activate cross-functional support to ensure customer success.
- Opportunity Identification: Identify upsell/cross-sell opportunities and collaborate with sales to expand business partnerships.
- Thought Leadership: Provide strategic guidance to strengthen client trust and drive continued value.
- New Customer Onboarding: Partner with sales, delivery, and support teams for seamless deployment and integration of new solutions.
- Cross-Functional Coordination: Coordinated internal teams as primary contact to deliver unified, efficient customer experience.
CUSTOMER SUCCESS ADVOCATE II
Lumen Technologies
Remote Work from Home
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).
- Monitored customer health metrics (usage, churn risk, NPS, renewals) to align with customer objectives and drive success.
- Revenue Management & Growth: Drive revenue retention and expansion through value realization, renewals, risk management, and customer growth strategies.
- Opportunity Identification: Leverage in-depth knowledge of Lumen's portfolio to identify upsell/cross-sell opportunities and collaborate with sales for qualification.
- Collaborated with sales, delivery, and support teams to ensure smooth deployment and reduce billing disputes through proactive first bill reviews.
- Oversaw contract end-dates and renewals, facilitating technology evolution to enhance profitability through on-net migrations.
CUSTOMER CARE MANAGER
CenturyLink/Lumen Technologies
Remote - Work from Home
01.2019 - 01.2022
- Primary Customer Point of Contact: Acted as single point of contact for medium-to-large revenue customer accounts, managing complex solution portfolios.
- Proactive Customer Experience Management: Anticipate and address customer needs to drive high satisfaction, reduce friction, and align outcomes with expectations.
- Delivery & Escalation Management: Own critical delivery milestones and provide proactive escalation support to meet customer and contractual commitments.
- Cross-Functional Partnership: Collaborate closely with sales and service delivery teams to translate sold solutions into successful, on-time implementations.
- Order Lifecycle Management: Managed end-to-end order activities, including submission, provisioning, and change management, ensuring accuracy and compliance with processes.
- Issue & Exception Resolution: Resolved order and delivery exceptions through collaboration with internal stakeholders, ensuring swift resolutions and seamless customer experiences.
REMANUFACTURE SERVICE TECHNICIAN
General Electric Transportation
Emporium
01.2016 - 01.2019
- Manufacturing & Remanufacturing Support: Supported manufacturing and remanufacturing operations as subject matter expert on UX Traction Motor Combo components, ensuring compliance with quality standards.
- Mechanical Troubleshooting & Compliance: Diagnosed and resolved mechanical malfunctions in locomotive fan engines in compliance with internal quality guidelines and government regulations.
- Acted as a subject matter expert on a project to improve efficiency and reliability of a 45 HP electrical motor, directly addressing recurring failure issues.
- Inventory & Equipment Management: Managed equipment and supply inventory from receipt through utilization, maintaining accuracy and ensuring operational readiness.
- Metal Fabrication: Fabricated fan blower housings, fulfilling custom manufacturing and repair requirements.
- Leadership & Union Representation: Elected as Sergeant at Arms for the union board, demonstrating leadership, accountability, and peer trust.
CENTRALIZED SUPPORT, SERVICE DELIVERY ASSOCIATE II
Level 3 Communications
Coudersport
01.2009 - 01.2016
- Global Customer Project Management: Managed global customer projects for data and voice connectivity, ensuring seamless execution of ASRs, record changes, financial account activities, MACs, and disconnect requests.
- End-to-End Project Execution: Led complex enterprise connectivity projects, ensuring on-time delivery through effective scheduling, budget planning, stakeholder coordination, and quality assurance.
- Resource Allocation & Coordination: Allocated resources across multiple internal teams to meet project deadlines, maintain service quality, and achieve customer objectives.
- Order Prioritization & Planning: Prioritized sales force requests during end-of-month order planning based on volume and business impact to enhance service delivery.
- Executive Escalation Support: Expedited high-priority and VP-level customer requests, ensuring timely execution and enhancing customer satisfaction.
Education
OSHA training -
01-2018
High School Diploma - Business
Austin Area High School
01-2004
Skills
- Customer success
- Client management
- Customer retention tactics
- Onboarding
- Product adoption
- Customer feedback analysis
- Client onboarding optimization
- Client engagement
- Customer insights generation
- Project management
- Cross-functional collaboration
- Team collaboration
- Account management
- Time management
- Multitasking and organization
- Team leadership
- Effective communication
- Decision-making
- Problem solving
- Relationship building
- MS office
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 - 10.2025
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
OSHA training -
High School Diploma - Business
Austin Area High School