Madel Viola

Renewals Manager | Sales Operations
United States

Professional Overview

Madel Viola is an experienced operations and customer service professional with a diverse background spanning financial services, IT consulting, and SaaS industries. As the Renewals Manager in the Sales Operations department at Sysdig, she leverages her expertise in order management, client relations, and process improvement to drive customer retention and revenue growth.

Experience Summary

Current Role

As the Renewals Manager at Sysdig, Madel is responsible for overseeing the renewal process for Sysdig's growing customer base. She manages a team of specialists to ensure seamless contract renewals, maintain strong client relationships, and identify opportunities for upsell and cross-sell. Madel has played a pivotal role in enhancing the company's renewal workflows, resulting in a 15% increase in renewal rates over the past year.

Career Progression

Prior to joining Sysdig, Madel held various customer-facing roles, including Order Management Specialist at WalkMe™, Customer Sales Support at Bio-Rad Laboratories, and Service Relationship Manager at Citi. Throughout her career, she has developed a reputation for delivering exceptional client service, streamlining operational processes, and driving continuous improvement initiatives.

Academic Background

Madel holds a Bachelor of Science degree in Business Administration from the University of California, Los Angeles, with a focus on Operations Management.

Areas of Expertise

• Order management and client contract renewals

• Customer service and relationship management

• Process optimization and workflow automation

• Data analysis and reporting

• Team leadership and cross-functional collaboration

Professional Impact

In her previous roles, Madel spearheaded initiatives that enhanced customer satisfaction and operational efficiency. At Bio-Rad Laboratories, she implemented a new customer support ticketing system that reduced response times by 30%. At Citi, she led a project to standardize the travel and expense reimbursement process, resulting in a 20% reduction in processing time.

Conclusion

With her diverse experience, strong problem-solving skills, and commitment to driving results, Madel Viola is poised to continue making a significant impact in her role as Renewals Manager at Sysdig. Her focus on delivering exceptional customer service and driving operational excellence aligns with Sysdig's mission to provide best-in-class cloud security solutions.