Shane Herman
Senior Director of Escalation Engineering at Cloudflare | Austin, Texas, United States
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Shane Herman is a strategic and transformational global leader with over 25 years of experience in driving customer-centric outcomes within the technology sector. As the Senior Director of Customer Engineering at Adobe, Shane plays a pivotal role in leading the global enterprise software and cloud initiatives for Adobe Commerce, particularly following the significant $1.6 billion acquisition of Magento. His expertise in orchestrating customer success and program excellence has been instrumental in scaling and integrating support services, sustaining engineering, and cloud operations. Under his leadership, the team has achieved an impressive 40% year-over-year growth, a testament to his ability to navigate complex business landscapes and foster innovation.
Shane's commitment to enhancing customer satisfaction is evident in the remarkable 163% improvement in Customer Satisfaction (CSAT) scores since he joined Adobe. His strategic focus on incident management and automation has led to a 59% reduction in time to resolution for customer issues, significantly enhancing the overall customer experience. By leveraging his skills in enterprise architecture and unified communications, Shane has successfully led diverse teams of up to 200 professionals, driving initiatives that not only meet but exceed customer expectations.
In addition to his operational achievements, Shane is dedicated to leadership development, ensuring that his teams are equipped with the skills necessary to thrive in a rapidly evolving technological landscape. His deep understanding of cloud, automation, and security domains positions him as a thought leader in the industry, making him a valuable asset to Adobe and its customers alike. Through his visionary leadership, Shane continues to shape the future of customer engineering, driving exceptional outcomes that align with Adobe's mission to empower creativity and innovation.
Senior Director of Escalation Engineering at Cloudflare in February 2025 to Present
Senior Director Customer Engineering at Adobe in June 2019 to February 2025
Director Customer Experience at Cisco in July 2015 to June 2019
Senior Manager Cloud Managed Services at Cisco in April 2007 to July 2015
Enterprise Architect at Cisco in November 2002 to March 2007
Founder at Nabi Networks, Inc. in November 1999 to October 2002
Web Software Developer at Cisco in August 1996 to October 1999
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ITIL
Dev Ops
AI
Customer Success Operations
Infrastructure Automation
Strategic Technology Planning
Global Cross-Functional Team Leadership
Digital Transformation
Cloud Infrastructure & Operations
Microsoft Azure Machine Learning
Support Engineers
Critical Thinking
Internet Protocol (IP)
Solutions Engineering
Reliability
Coding Standards
Data-driven Decision Making
Technology Evaluation
Driving Results
Partner Relationship Management
Business Process Improvement
Operations
Executive-level Communication
Executive Leadership
Product Introduction
Due Diligence
Customer Engagement
Customer Success
Business-to-Business (B2B)
Computer Science
Contract Negotiation
Vendor Contracts
Commerce
Model Training
Distributed Systems
Analytical Skills
Linux
JavaScript
Agile Methodologies
PHP
Engineering Management
Operations Management
Cross Functional Relationships
Client Relations
Organizational Leadership
Payment Card Industry Data Security Standard (PCI DSS)
Amazon Web Services (AWS)
Customer Support
Incident Management
Agile Software Development
Cloud Security
Artificial Intelligence (AI)
Machine Learning
Cross-team Collaboration
Problem Solving
DevOps
Python (Programming Language)
Customer Experience
Business Planning
Emerging Technologies
Business Transformation
E-Commerce
Cloud Applications
Site Reliability Engineering
Automation
Enterprise Architecture
Security
Telepresence
Service Delivery
Leadership Development
Thought Leadership
IT Strategy
System Administration
CISSP
Wireless
Cloud Computing
SaaS
Firewalls
Cross-functional Team Leadership
Cisco Technologies
Unified Communications
Managed Services
Management
Start-ups
Data Center
Networking
Strategy
Enterprise Software
Cisco Systems Products
Information Security
Software as a Service (SaaS)
Project Management
Program Management
Leadership
Acquisition Integration
Vendor Management
Customer Relationship Management (CRM)
Strategic Planning
Business Analysis
Business Development
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Discover more about CloudflareWhat is Shane Herman email address?
Email Shane Herman at [email protected] and [email protected]. This email is the most updated Shane Herman email found in 2026.
What is Shane Herman phone number?
Shane Herman phone number is +15126326724 and +15124267068.
How to contact Shane Herman?
To contact Shane Herman send an email to [email protected] or [email protected]. If you want to call Shane Herman try calling on +15126326724 and +15124267068. (updated on October 30, 2024)
What company does Shane Herman work for?
Shane Herman works for Cloudflare
What is Shane Herman's role at Cloudflare?
Shane Herman is Senior Director of Escalation Engineering
What industry does Shane Herman work in?
Shane Herman works in the Software Development industry.
Shane Herman Email Addresses
Shane Herman Phone Numbers
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