Cássia Moreira Lago

Experience

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  IBM

  Sept 2007 - Oct 2017

  The BP Champion is the first contact Business Partner has with IBM. Responsible to support partner in all pre and post sales area inside IBM, focused on delivering solutions for any issues related to BP orders, working on continuous improvement processes.Product Owner on an Agile Project for new toll implementation.Main Activities Include: - Leverage STS Project Office organization to switch to Saas Advocates.- Improve partner experience through interaction with Quote to Cash teams when there are recurring/widespread issues;- Drive and subscribe to operational process transformation- Extend the relationship with Value Added Distributors, interlocking not only with operational teams, but also with sales, solving problems through root cause identification;- Review and analysis of operational gaps;- Apply new ways of working and agile methodology to maximize effectiveness in partner interaction- Pull work: anticipation of issues rather than reactivity;- Support through the Business Partner Compliance process;- NPS implementation and adoption - Act as a local focus of the NPS market, supporting the achievement of NPS KPIs, developing the NPS experience across the channel team, guiding partner representatives through the process of responding to NPS feedbacks, monitoring survey responsiveness, providing local feedback insights to the NPS Geo Channel Focal.- Product Owner of the Business Partner Management System (BPMS) Tool Show less

  • LA Business Partner Relationship Champion

    Oct 2014 - Oct 2017

  • Global Metrics Staff

    Mar 2014 - Oct 2014

  • Global Subject Matter Expert Disbursements (Staff in Projects)

    Jun 2012 - Mar 2014

  • Brazil and Mexico Backlog Management

    Oct 2009 - May 2012

  • LA Disbursements CSR

    Sept 2007 - Oct 2009
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  IBM

  Jun 2018 - Oct 2021

  Performs collaborative management for processes from opportunity to cash. Activities include but are not limited to contract audit and registration, backlog management, inventory updates, billing, contract/agreement preparation and data analytics. Responsible for maintaining client relationships by supporting the fulfilment process, taking ownership of problem resolution, accurately handling processing/transaction requirements, applying effective research techniques and promoting client satisfaction and sales productivity. Also execute defined fulfilment processes, in line with business controls and meet business objectives. Responsibilities of leadership, relationship, process and operational support, including support to the business units and sales teams. Monitor and evaluate trends and root causes, business performance, and business controls to promote client satisfaction and achieve operational results Show less

  • Business Partner Contract Analysis and Management

    Mar 2021 - Oct 2021

  • Senior Contract Analyst

    Jun 2018 - Mar 2021
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  Kyndryl

  Oct 2021 - Aug 2022

  Customer Advocacy Leader

  Responsible for developing projects for the after-sales area, focusing on end-customer experience and satisfaction. Engage Back Office employees in actions to develop skills related to Customer Experience. Implement NPS for Stakeholder/Internal Customers.

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  TD SYNNEX

  Aug 2022 - now

  Responsible for all Embedded Solution Agreements.Direct contact with resellers to present Contract Agreement, understand reseller needs, support on solution approval by vendor. Support throughout all the On Boarding process. Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Manager and oversees day-to-day relationship with client. Ensures that schedules and budgets are met according to contractual agreements. Works with client to cultivate future projects and qualify new opportunities. Consults with other team members (project management/services/support/customer care) to be sure mutual objectives are met.

  • Vendor Business Associate

    Apr 2023 - now

  • Relationship Manager Spec - Solutions Sales - TD Synnex

    Aug 2022 - Apr 2023