Learn More About Me, Your Fractional Chief Customer Officer

I is a seasoned executive with a remarkable career spanning over two an a half decades, specializing in Customer Success, Partnerships, and Professional Services within the Information Services industry. As the leader of a global company, my expertise fosters customer-centric strategies and delivers exceptional results. I possesses a track record of elevating customer satisfaction, reducing churn, and expanding revenue streams. My diverse skill set, which encompasses content management, customer support, and software implementation, positions me as a driving force in ensuring immediate and lasting value for my organizations.

One of my more recent endeavors, I helped a startup with their challenge with customer loss. I worked with the team to integrate customer success software (ChurnZero) into their business model. With this change, they were able to manage customer relationships, which allowed for a much better approach to predicting churn.  This in turn helped stabilize the business and ensure a quality customer experience.  

In another recent experience building a customer experience division, I left an indelible mark. I reduced turnover to under 7%, a substantial achievement following double-digit rates in the previous year. My 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, I elevated the employee-NPS score for the Customer Success division. I also served as Director of Customer Success at one of the most coveted security software startups, focusing on enhancing customer relationships. Here, I achieved a remarkable 20% increase in product adoption across multiple customers and improved the Net Revenue Retention (NRR) rate to an exceptional 118%. My innovative approach involved developing predictive models for churn and customer adoption, making me a visionary leader in customer success strategies. 

My previous work as Director of Presales and Customer Success at Oracle Corporation showcased my strategic prowess. Leading North American presales and Customer Success teams within Oracle DevOps, I delivered over $100 million in Annual Recurring Revenue (ARR) and an annual net new revenue of over $20 million. My 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. My legacy includes creating the transformative "Rain Maker" process, incorporating predictive modeling into customer interactions.

Before my corporate leadership roles, I co-founded LeGem Software, where I served as Vice President of Development and played a pivotal role in architecting the LeGem SaaS application. My 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.

I have also started two other software and hardware companies where I learned extensively about how enterprise business works. With this knowledge, I was able to build my career and understand that it takes to ensure a strong customer relationship.

My academic pursuits are equally impressive, holding a Master of Science in Computer Information Management from Purdue University, where I maintained a perfect 4.0 GPA. I also earned a degree in Computer/Information Technology Administration and Management from Purdue University, accompanied by a 4.0 GPA. In addition to my formal education, I have 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.