James Shaver

About James Shaver

I bridge the gap between complex enterprise architecture and strategic business…

Experience

1. Senior Technical Account Manager

   Docusign

   Mar 2023 — Present · Portland, OR, US

   Technical Relationship Management: Managed and cultivated technical relationships with Enterprise Premier accounts, acting as the primary technical contact and ensuring overall account health- Issue Resolution & Advocacy: Led resolution efforts for complex production issues, including escalations, system testing, and strategic planning. Represented customer needs within DocuSign to advocate for prioritization of requests in release cycles- Cross-Functional Collaboration: Partnered with internal teams such as Engineering, Product Management, Sales, and Professional Services to drive customer adoption, loyalty, and satisfaction.Proactive Recommendations: Delivered tailored technical recommendations, including training and insights on advanced features, APIs, and deployment strategies- Operational Metrics Excellence: Consistently achieved Service Level Agreement and Customer Satisfaction (CSAT) targets by effectively managing incidents and fostering engagement.Leadership & Mentorship: Inspired colleagues and provided mentorship while championing strategic improvements and promoting the Enterprise Premier Support program- Technical Expertise: Leveraged expertise in Docusign integrations (e.g, Salesforce, SharePoint), products (Connect, PowerForms, API), and technologies (XML/JSON, REST/SOAP APIs, HTML, CSS, Node.js) to tackle diverse technical challenges.

Education

• Washington State University

  BA in Business Administration, Management Information Systems

  2011 — 2015

• ITT Technical Institute-Portland

  AA, Computer Information Sciences

  2001 — 2003

Skills

• Adp Hrb
• Database Administration
• Vendor Management
• Software Documentation
• Sdlc
• Visio
• Html
• Php
• Access
• Workforce Management
• Human Resources
• Salesforce.com
• Applicant Tracking Systems
• Customer Satisfaction
• Training
• Apache
• Soa
• Jquery
• Hris
• Saas
• Performance Management
• Crm
• Employee Training
• Security
• Human Resources Information Systems (Hris)
• Bomgar
• Process Improvement
• Ajax
• Openssl
• Adp Ezlabormanager
• Onboarding
• Troubleshooting
• Call Centers
• Leadership
• Oauth
• Business Process Improvement
• Adp Payroll
• Customer Relationship Management (Crm)
• Microsoft Sql Server
• Management