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Jozsef Racz

@jozsefracz

Customer Success Manager at Iron Mountain who managed service delivery for an enterprise customer and resolved complex operational issues.

Austria

Message

At Iron Mountain, I managed service delivery and the relationship with a major enterprise customer. I handled operational issues and escalations, coordinating with the appropriate teams to resolve complex problems.

At BT — BRITISH TELECOM, I managed service delivery for a portfolio of 8 business customers using BT connectivity services. I evaluated monthly CSI and KPI performance and used Excel-based reports to support customer service reviews.

Earlier, at IBM and ACCENTURE, I supported enterprise applications in mainframe environments, investigated user-reported issues, and used SQL for application-support activities. I also use generative AI for research and information analysis, and applied it to developing an online educational course and video content.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Iron Mountain

Nov 2023 - Dec 2025 (2 years 1 month)

Managed the relationship and overall service delivery for a major enterprise customer, acting as the primary point of contact for operational issues, escalations, and complex customer problems. Oversaw workflows and processes, ensuring issues were followed through to resolution.

Customer Success Service Delivery Escalation Management problem resolution Workflow Management Customer Satisfaction Document Management

Customer Success Manager

BT - British Telecom

Mar 2021 - Dec 2022 (1 year 9 months)

Managed service delivery for a portfolio of 8 business customers using BT connectivity services, acting as escalation point for complex issues. Monitored and evaluated monthly CSI and KPI performance of the helpdesk team and analyzed service-performance results.

Customer Success Service Delivery Escalation Management CSI Analysis KPI Analysis Excel reporting Customer Satisfaction

Application Support Specialist

IBM

Oct 2018 - Oct 2019 (1 year)

Provided application support for leasing systems of a major German automotive company, supporting a portfolio of 12+ applications within a distributed team. Managed and investigated user-reported issues and support tickets in a mainframe-based environment.

Application Support Incident Management Mainframe Troubleshooting Ticket Management Collaboration

Software Engineering Associate

Accenture

Oct 2015 - Sep 2018 (2 years 11 months)

Supported and maintained 7 applications within a large automotive environment, including 2 production-related applications. Investigated and resolved user-reported incidents and support tickets in a mainframe-based environment, using SQL and database write access for application-support activities.

Application Support Mainframe SQL Incident Management Databases Troubleshooting