Summary
Overview
Work history
Education
Skills
Languages
References
Personal Information
Affiliations
Timeline
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Michael Frederick Viola

Michael Frederick Viola

Worcester Park,Surrey

Summary

Experienced Client Success professional, overseeing product implementation and driving customer value and satisfaction, with a strong proficiency in Asana Project Management System and Zoho CRM. Background in FMCG data insights & analyics, skilled in setting and monitoring KPIs, utilising Microsoft Office Suite, and basic Microsoft SQL for effective project management and everyday client managment. Goal is to direct a client success team that maximises internal efficiences, minimises client churn, but most importantly, esuring our clients and internal teams are happy.

Overview

18
18
years of professional experience
3
3
years of post-secondary education

Work history

Senior Client Success Manager

UpClear Revenue Management Software
London, City of London
04.2019 - 03.2025
  • Boost UpClear SaaS tool adoption by enhancing subscriptions, expanding solution scope, and integrating with SAP/Demand Planning software.
  • Maximize client satisfaction by collaborating with developers on Saas regressions & deployment of client change requests, offering training, and addressing client questions.
  • Lead on project management for projects under 10 days.
  • Coordinating with developers for custom solutions
  • Creating and obtaining proposal sign-off
  • Support Delivery team on larger scale project deployment.
  • Lead on global satisfaction survey, managing deployment of survey and analysis of NPS & CSAT scores for all clients.
  • Managed large-scale, global client accounts for improved business relationships.
  • Training & managing workload of Junior team members

Senior FMCG Analyst

Precima
03.2017 - 03.2019
  • Company Overview: Shopper Data Supplier for Morrisons PLC
  • Building & maintaining relationships with contacts within given stable of clients (including Unilever, Kerry Foods, McCormicks and Danone)
  • Analyzing shopper card and epos data to build insightful presentations and data, as per client's channel management & Morrisons buyer needs
  • Training any new clients in the use of the online data tools
  • Revenue pipeline building and leading contract negotiation with suppliers
  • 3-month secondment with Client Services team at Morrisons Hillmore House head office, working alongside Morrisons buyers to build range reset presentations and highlight key category opportunities
  • Shopper Data Supplier for Morrisons PLC
  • Reason for leaving: Redundancy (Precima UK business made redundant due to loss of Morrisons contract.)

Client Manager - Procter & Gamble Account

Kantar Worldpanel
London, City of London
08.2015 - 03.2017
  • Building & maintaining relationships with contacts within the Beauty & Grooming marketing teams, both GB and P&G European Head Office in Geneva
  • Pulling data requests & putting together presentations based on the client's needs
  • Training any new clients in the use of the online data tools
  • Advising clients on the use of Ad Hoc data projects alongside our Advanced Analytics or Usage teams
  • Revenue pipeline building
  • Reason for leaving: Offer from Precima UK

Account Team Manager

IRi South Africa (Pty) Ltd
Cape Town, South Africa
04.2008 - 06.2011
  • Managing the data management process within my team to ensure timeous delivery to multiple domestic and international client contacts
  • Overseeing the presentation development and analysis of key categories for client
  • Presentations to client
  • Sale of products and services to client as well as managing contracts and billings
  • Training and mentoring team members
  • Helping gather information and managing team's analysis of macroeconomic indicators for company-wide monthly market indicators presentation
  • Reason for leaving: Immigrated to the UK

Creditor's Clerk

Mediclinic (Pty) Ltd
Cape Town, South Africa
01.2007 - 03.2008
  • Reason for leaving: New job offer

Education

Bachelor of Commerce - Specialization in Economics

University of South Africa
Cape Town
02.2002 - 05.2005

Grade 12 - with university admission

Fairbairn College

Skills

  • Asana Project Management System
  • Zoho CRM
  • Product implementation oversight
  • Product knowledge expertise
  • Driving customer value
  • Sales process understanding
  • SaaS products expertise
  • Business Analytics
  • KPI setting and monitoring
  • Microsoft Office Suite proficiency
  • Basic Microsoft SQL
  • Project Management

Languages

English (first language)
Afrikaans (second language)

References

  • Jean-Sebastien Ghis, Head of Clients at Per Angusta, jsghis@gmail.com, +33 6 2039 8514
  • Punal Shah, Director of Strategic Services at Optimove, shah359@hotmail.com, +44 7949 427078
  • Danny Campbell, Senior Consultant at Quantium, +44 7950 284078
  • Marylee Townshend, Client Service & Training Director at IRI South Africa, marylee.townshend@aztecsouthafrica.com, +27 83 381 2748
  • Samantha van Heerden, Head of Commercial Services at I&J SA, SamVH@ij.co.za, +27 84 366 6921

Personal Information

  • Health Status: Good
  • Date of birth: 06/11/83
  • Nationality: South African of Scottish/Italian descent

Affiliations

  • Rubgy
  • Basketball
  • Travel
  • Trying all the food that London has to offer

Timeline

Senior Client Success Manager

UpClear Revenue Management Software
04.2019 - 03.2025

Senior FMCG Analyst

Precima
03.2017 - 03.2019

Client Manager - Procter & Gamble Account

Kantar Worldpanel
08.2015 - 03.2017

Account Team Manager

IRi South Africa (Pty) Ltd
04.2008 - 06.2011

Creditor's Clerk

Mediclinic (Pty) Ltd
01.2007 - 03.2008

Bachelor of Commerce - Specialization in Economics

University of South Africa
02.2002 - 05.2005

Grade 12 - with university admission

Fairbairn College

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Michael Frederick Viola