Shane James is a seasoned executive with a remarkable career spanning over two decades, specializing in Customer Success, Partnerships, and Professional Services within the Information Services industry. As the Senior Vice President of Customer Success, Partners, and Professional Services, his expertise fosters customer-centric strategies and delivers exceptional results. Shane possesses a track record of elevating customer satisfaction, reducing churn, and expanding revenue streams. His diverse skill set, which encompasses content management, customer support, and software implementation, positions him as a driving force in ensuring immediate and lasting value for his organizations.
In his most recent role as Senior Vice President of Customer Success and Customer Experience at Manta Software, Shane has left an indelible mark. He reduced turnover to under 7%, a substantial achievement following double-digit rates in the previous year. His leadership also led to a remarkable 20% increase in client deployment time-to-value and an outstanding customer Net Promoter Score (NPS) exceeding 60, surpassing industry standards. Notably, he elevated the employee-NPS score for the Customer Success division. Before joining Manta Software, Shane served as Director of Customer Success at Tanium, focusing on enhancing customer relationships in the Southeastern United States. Here, he achieved a remarkable 20% increase in product adoption across multiple customers and improved the Net Revenue Retention (NRR) rate to an exceptional 118%. His innovative approach involved developing predictive models for churn and customer adoption, making him a visionary leader in customer success strategies.
Shane's earlier tenure as Director of Presales and Customer Success at Oracle Corporation showcased his strategic prowess. Leading North American presales and Customer Success teams within Oracle DevOps, he delivered over $100 million in Annual Recurring Revenue (ARR) and an annual net new revenue of over $20 million. Shane's contributions spanned conceptualizing and building a customer success organization for Oracle's open-source business, driving double-digit sales growth year-over-year through presales enhancements, and establishing a Center of Excellence group. His legacy includes creating the transformative "Rain Maker" process, incorporating predictive modeling into customer interactions.
Before his corporate leadership roles, Shane co-founded LeGem Software, where he served as Vice President of Development and played a pivotal role in architecting the LeGem SaaS application. His international collaboration with development teams resulted in impressive year-over-year growth of over 100% during the initial five years.
Shane's accolades and honors underscore his exceptional contributions to the industry, including recognition as a member of Oracle's President's Club and the Oracle Excellence Award for Enablement. As a keynote speaker at Senovo Conversations: Customer Success, he has shared his expertise on a global stage. Shane's written contributions to the field include publications such as "Leading Data Consultants for North America List 2022" and articles addressing database management and customer relations. His dedication to data regulations and compliance exemplifies his commitment to ethical business practices and industry standards.
Shane's academic pursuits are equally impressive, holding a Master of Science in Computer Information Management from Purdue University, where he maintained a perfect 4.0 GPA. He also earned a degree in Computer/Information Technology Administration and Management from Purdue University and an Electronics Engineering Technology Degree from John A Logan College / Southern Illinois University, accompanied by a 4.0 GPA. In addition to his formal education, Shane has garnered certifications, including Strategic Management from the Copenhagen Business School, CISSP (Certified Information Systems Security Professional), CISM (Certified Information Security Manager), and DevOps Foundation certifications, highlighting his commitment to continuous learning and professional development.