Patrick Klappe

Experience

• 

  IBM

  Mar 1995 - now

  As Customer Success Manager, I engage with customers, as they deploy, adopt, and use IBM technology to ensure that the most value possible is obtained from IBM's offerings. My goal, as CSM, is to help achieve outcomes, accelerate time to value, and maximize the value from investment. Depending on what customers need and where they are in their journey, I help with designing and validating architectures, building a deployment roadmap, and ensuring success at using hybrid cloud, with data-driven business and automation at scale, all at Zero Trust Security. Show less The Services Principal identifies and build leads for expert services, including initiation of engagements via discovery workshops and MVP engagements. Agree on objectives, scope, milestones, project structures. Perform negotiations, win the deals and provide the kick-off for the engagement. Perform roadmap building for large accounts. Understand customer’s strategy, challenges and needs, focus on modernizations themes, install base, innovative Use Cases.Established long-term working relation with customers, leveraging custom frame-agreements as needed to implement inter-company relationships. Responsible for achievement of signing targets, revenue and profitability over quarterly and annual terms. Create, manage and prospect sales pipeline to achieve assigned territory quota. Accurately forecast sales pipeline on periodic basis. Show less Responsible for sale and delivery of services by IBM Expert Labs.Services engagements vary from short duration services to multi disciplinair, fixed price implementations, covering the spectrum of design, build and management of IT solutions.Lead customer and supplier teams into a structured program to successful completion. I arranged contractual agreements with 200+ unique customers.IT Technology areas covered are - Business Automation- Data Platforms and AI- Mainframe Modernization- Cloud Adoption Included in the covered portfolio are the following software products:Cloud Pak for Data, Watson Studio, SPSS, Watson Discovery, Watson Assistant, DataStage & Information Server, Data Integration and Replication, Master Data Management, DB2, OpenPages, Financial Transaction Manager (FTM) & Financial Crimes Insight (FCI). Cognos Planning & AnalyticsCloud Pak for Automation, Cloud Pak for Integration, Cloud Pak for Multi Cloud Manager, Cloud Pak Systems. IBM Websphere, IBM MQ, API Connect Show less Implement software development practices at IT programs and organisations.Examples:- International Swiss Bank: Drive software process improvement through implementation of Rational Unified Process practices. Coach the organisation’s process engineering group and project teams.- Dutch Pension Funds: implement software development factory. Mentor PM’s, Business Analysts, Process Engineers and Designers with Rational method and products.- Perform CMMi appraisals in the role of assessor using SCMAPI process, leading to organisational CMMi level 5 certification. Show less A large extend of my career at IBM I performed the Project Manager role. I run projects in several industries, from Banking to Automotive, from incubators and start-ups to large institutions.Examples:- International Bank - Rebuild of internet banking infrastructure, architecture, and application. Manage the multi-million project contacts in terms of financials, resource management, supplier management, scope management and formal and informal communications.- Government – Implementation of HRM Shared Services Centre. Lead the Project Office to manage the project contacts and financials, performs resource management, supplier management, scope management and formal and informal communications.- International IT Organisation – deployment of project management solution. Manage the implementation on infrastructures and deployment to end-users in European countries.- International Brewer – Management of the integration and deployment of a Marketing Platform. Manage customer relationship, manage web development projects, manage IT supplier deliveries.- IT Infrastructure organisation - IT Infrastructure Manager. Responsible for provision and operation of hardware, software, network, storage facilities, virtual assets, access and finally, consulting services. Show less

  • Customer Success Manager

    Apr 2022 - now

  • Services Principal IBM Expert Labs

    Jan 2017 - Mar 2022

  • Engagement Manager IBM Expert Labs

    Jan 2010 - Dec 2017

  • Process Improvement Consultant

    Jan 1998 - Dec 2010

  • Project and IT Manager

    Jan 1998 - Dec 2010

  • Programmer

    Mar 1995 - Dec 1997