Karim Boutchacha

Experience

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  Conseil Général de la Côte d'Or

  Jun 2008 - Jun 2008

  Internship - Direction des Infrastructures et Transports.

  • Update Oracle Database of a map and cartography software (GeoMap) used by French state.

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  PTC

  Jan 2009 - Jan 2011

  Developer - Technical Support Operations

  • Administrator of reports generation tool. (Java Web Service, ASP.Net,C#, AJAX, Javascript, Hyperion)• Administrator of windows backup data system in our team.• Working on Oracle and MySQL Database: creation, extraction, interaction, processing• Web server installation: IIS7 and IIS6• JavaScript scripts creation• Edition of user guides and technical documentations• Migration of internal tools to the new CRM system (SalesForce)• Contact and training with PTC engineers and managers from different countries.• Knowledge transfer of my work to new engineers. Show less

• 

  Conseil Général de la Côte d'Or

  Apr 2009 - Jun 2009

  Internship - Direction des Systèmes d'information

  • Creation and Installation of streaming video server for internal employees (VOD- video ondemand) - FLEX Language

• 

  PTC

  Oct 2011 - now

  Leading a team of Technical Support Account Managers (TSAMs) dedicated to enhancing customer experiences through proactive support, strategic advocacy, and operational excellence. My role includes:Customer Advocacy & Relationship Building: Ensuring my team serves as trusted advisors, representing the voice of the customer and driving service improvements within PTC.Operational Leadership: Overseeing service reviews, risk mitigation, case management, and escalation processes to ensure timely resolutions and maximize customer satisfaction.Strategic Support & Guidance: Aligning my team with customer roadmaps and objectives, facilitating smooth upgrades, and optimizing service adoption for long-term client success.Internal Collaboration & Influence: Working closely with cross-functional teams, including R&D, Technical Support, and Sales, to streamline customer support and improve service delivery.In this role, I ensure that our team continuously enhances PTC's support services, fosters long-term relationships, and drives business value for our clients. Show less The Customer Success Management organization provides a number of standardized services to PTC’s largest and most strategic customers worldwide to support them in accelerating their digital transformation.Leading team of Customer Success Managers in Europe to ensure our customers achieve their desired outcomes while using our technology. (IoT, AR, CAD, PLM)CSM Managers have the responsibility to create action plans that will address the strategy or initiatives defined by Directors and above. Examples include:• Fiscal Year Goals• Strategic Priorities• Employee Satisfaction• Career Path DevelopmentPeople Management/Supervising:Help to develop direct reports by providing timely feedback and coaching, conducting formal performance reviews, and assisting employees with creating development plans.Ensures the employees have the training and resources to do their jobs well.Strategic Planning:Develops Operational Plans for improving CSM Delivery.Helps identify and implement process improvements, objectives and metrics to control the processperformance and execution; ensures processes are selfsufficient.Process & Project Management:Ensures a consistent customer experience through effective process controlsIdentifies opportunities to communicate with customers. (ex. escalations, survey responses and other feedback) and proposes new service ideas to Customer Success leadership based on this feedback. Show less The Customer Success Management organization provides a number of standardized services to PTC’s largest and most strategic customers worldwide.Technical Support Account Management is a specialized group within Customer Success that focuses on providing a personalized attention to those customers and acting as customer advocates within PTC.The Senior Account Manager is a customer relationship management service position within Customer Success at PTC.Ensuring high level of customer satisfaction through delivery and coordination of services targeted at the development of long-term, trusted relationships between the Customer and Technical Support.Facilitating PTC’s focus on customer issue prevention and /or resolution as well as on project-based support requirements.Main Responsibilities:- Customer Relationship Manager- Business Development Support- Customer Issue Manager- Escalation Manager- Mentor / Trainer Show less • Helping and supporting customers on Windchill solutions, as Tier2 Technical Support Engineer for customers all around the world - Helping customers during their Upgrade and Update projects - Involved on e-down and escalated situations that may block a production system - Tend to get the 100% customer satisfaction by providing quick and efficient solutions for any customer segments• Working with System Administrators, Consultants, R&D and Product Management to diagnose reported software performances• Expertise Domain: - Business Administration (Part and Document Management, Change Management, Lifecycles and Workflows, etc...) - Manufacturing Process Management (MPMLink) - PartsLink module (Catalog and Classification Service) - Supplier Management (SUMA) - Configurable Modules (Options and variants) - Windchill Mobile App (iOS only)• Knowledge Management / KCS contributor - Review and creation of Public articles and solutions - Responsible for Internal creation of Training Materials for new hires and Tier1 engineers - Delivering multiple technical trainings in both French and English Show less

  • Senior Technical Support Manager - Premium Service Management

    Apr 2023 - now

  • Technical Support Manager - Premium Service Management

    Jan 2022 - Mar 2023

  • Customer Success Management Manager

    Jan 2020 - Dec 2021

  • Senior Technical Support Account Manager

    Dec 2018 - Jan 2020

  • Technical Support Account Manager

    Jan 2017 - Jan 2020

  • Senior Technical Support Engineer

    Jul 2015 - Jan 2020

  • Technical Support Engineer

    Oct 2011 - Jul 2015