Everetics

Principal and founder of Everetics. Transform Customer Experiences into revenue and retention assets. 30 years of expertise building industry and award-winning Customer Success and Support organizations combined with our software engineering experience position us as the partner to deliver results.

2024 -> "The Customer Revolution is over," and the customer won.

Let us help you acquire and retain customers though CX excellence.

https://www.everetics.com

Founder

Extensiv

• Launched a new Technical Service delivering $280k/year spanning API and EDI integrations, database reporting, and developer support
• Oversaw and managed 6 distinct service offerings
• Led, mentored, coached, and developed 7 team members and managers
• Developed, coded, and deployed enterprise Java integration platform
• Designed and coded Java SDK for Extensiv’s REST API

Director, Technical Services

• Led and managed 18 employees across 2 teams and 3 roles: 12 Support Engineers, 5 Implementation Managers, and 1 Support Manager
• Oversaw Customer Systems, Operations, and Programs team
• Led cross-functional Operations Council using Agile (Scrum) methodology
• Managed all company development, integration, and operational priorities
• Directed all customer program management (new product introduction, EA/beta)
• Established and facilitated corporate peer/value reward & recognition program

Director of CS Operations, Implementation & Support

• Documented and deployed the first scalable implementation and onboarding methodology, decreasing customer First Time to Value by 34%
• Integrated and automated customer implementation discovery to Salesforce
• Led and performed a Zendesk to Salesforce migration of over 800k records
• Created and launched 3PL Central’s first Net Promoter (NPS) Customer program

Director, Implementation Services & Support

• Increased operational efficiencies reducing Support volume by 20%
• Improved customer satisfaction by 10% to all time company high of 82%
• Deployed, integrated, and rolled-out new Voice of the Customer program
• Launched company’s first customer self-service portal

Head Of Support

Rapid7

• Increased online classroom bookings by 55% to $2M
• Doubled the number of online offerings from 2 to 4 in 6 months
• Deployed Docebo and Cornerstone OnDemand (Learning Management Systems) • Instituted and led a company-wide Learning & Content Creation Shared Service

Senior Director, Learning

• Scaled CS/Support team from 4 to 55+ staff members during 7 years of company hyper-growth
• Improved customer “Top-Box” satisfaction from 75% to 88%+ with 99% SLA compliance
• Increased Support’s operating margin from 87% to 89%
• Directed Rapid7’s Net Promoter Program achieving an NPS Score of 41%
• Awarded the TSIA Customer Success Star Award (2015)
• Presented “The New Responsibility of Learning in Support” at Service Strategies conference (2015)
• Awarded Stevie Customer Service Silver Award (2014)

Senior Director, Learning & Support

• Led and increased ASV PCI SaaS scanning services Line of Business 150%, annual revenue from 2M to 5M
• Improved customer satisfaction from 62% to 75%+ with over 98% SLA compliance
• Increased Support coverage and breadth from 1 to 5 products
• Evolved Support’s delivery to full “Follow the Sun”, 24x7
• Experienced 0% undesired attrition (internal or external)

Director, Customer & Technical Support Services

• Migrated, deployed and administered all customer facing team’s customer management to Salesforce CRM from NetSuite
• Expanded team 125% to include multiple OEM support relationships and global support coverage
• Established corporate customer KPIs, loyalty goals, measurement criterion, and execution plans
• Led and managed Support-Engineering interface, reporting and tracking methodologies

Technical Support & Services Manager

Deltek Inc.

• Developed and managed the Partner Channel Support Program overseeing 3 premium partners
• Conducted partner performance review and auditing
• Executed partner enablement training to strategic partners

Sr. Director, Support Partners & Alliances

• Led organization of 80+ employees and managers
• Combined 5 disparate Support teams into 1 cohesive organization, across 3 time zones and 4 different states
• Oversaw for all organizational talent management, recruiting, hiring, retention, training and corrective actions
• Facilitated all C-level customer escalations

Sr. Director, Technical Support

BEA Systems

• Managed US Support maintenance annual revenue of 260M and 93% customer retention
• Led and modeled strategic market-driven customer segmentation
• Directed all aspects of operations, including Program Management Office, Readiness, Call Center, and Customer Entitlement
• Achieved Support Center Practices (SCP) across 5 support centers spanning 3 time zones in the US
• Assessed Support Operations compliance for overseas, outsourcing partners

Director, Support Operations

Senior Manager, Enterprise Technical Support at BEA SYSTEMS, Inc. (2000-2003)
• Led Support staff of 19 that led company in every Support KPI (CSAT, CES, and Productivity) 6 consecutive quarters
• Developed and deployed real-time satisfaction dashboard and performance metrics for Support staff
• Handled F100 escalations, ensuring issues were resolved expeditiously and retaining BEA's clients

Senior Manager, Enterprise Technical Support

Senior Support Engineer

Werner Enterprises

Java/J2EE Architect

Bass and Associates

Senior Java/J2EE Consultant

Sterling Software

Java/J2EE Software Engineer

United States Air Force

ICBM Missile Targetting Programmer

Decode/Validation Satellite Programmer

Computer Operator

Founder at Everetics. On a mission to unlock revenue through Customer Support and Service excellence

Are you leaving money on the table by overlooking the impact of excellent Customer Experience and Support?

If so, you're not alone. Hi, I'm Shane Smith, the founder of Everetics.

For over two decades, I have led Customer Support transformations from tiny SMBs to billion-dollar enterprise businesses, and the one common key to scaling and ultimate success has always been providing consistent, exceptional customer experiences. The bad news is that after 2023, customers are more unhappy than they have ever been with their vendors. But the exciting news is that standing above competitors has never been easier - the definition of opportunity.

Everetics helps forward-thinking companies transform their Customer Experience into a competitive sales and retention advantage. And it's not all "feel good" fluff because we believe any business decision must bridge the gap to revenue - including Customer Experience, Support, and Service. And not connecting the dots to revenue is where many fail.

AND - we don't "should" all over you.

The reality is that every business is unique and has different kinds of customers and needs. CX cannot be a one-size-fits-all or "boilerplate" approach. This is why it is essential to embed into the context to tailor and personalize a strategy that actually fits, works, and delivers actual results.

We offer many services, including consultations, Professional Coaching, classes, Fractional Leadership, CX Financial Modeling, and a robust Support Readiness Assessment. Unless you are dialed in to exactly what you want, let's just start with a conversation and figure out what's best together.

My expertise has been recognized by industry leaders and has earned awards, such as the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification. With over 20 years of experience with small ($4M) and large ($1.4B) enterprise software/SaaS businesses and Customer Support, I have navigated numerous challenges, including recessions, rising costs, declining retention rates, scaling, hyper-growth, and IPOs.

If you're ready to take Customer Experience to the next level and differentiate from your competition, let's connect and explore ways to achieve your objectives. Book a free time to chat.


Email: ssmith@everetics.com
Web: https://www.everetics.com
https://calendly.com/everetics/15min-introduction

Shane Smith

PowerSchool

Principal Support Operations Analyst

Lead Support Operations Analyst II

Lead Operations Analyst

Senior Operations Analyst - Customer Operations

Operations Analyst - Customer Operations

• Provide application support on cases escalated from Technical Support Specialist teams pertaining to: software functionality, incident resolution and system configuration while adhering to defined processes and quality standards.
• Act as liaison between Technical Support Specialist and Technical Support Engineering teams
• Review escalated cases and knowledge-base articles to ensure proper documentation
• Provide mentoring to first level support teams
• Provide world-class support and service, adhering to defined processes and quality standards.
• Act as a live escalation point for technical issues
• Troubleshoot and resolve/escalate server issues

Senior Technical Support Specialist

Pearson School Systems (PowerSchool Canada)

The primary objective of this position to provide world-class technical support to a broad base of users. To be able to provide a unique mixture of solutions-oriented technical support and customer service, resulting in maximum customer satisfaction.

Job Duties include:
• Contribute to overall success of the customer, the support team and the company.
• Consistently exceeding targets on all key performance indicators: Average Handle Time (AHT), Quality Assurance (QA),and First Call Resolution (FCR)
• Preforming diagnostics, troubleshooting system administration via Internet and Remote Connection tools.

TEAM LEAD
The primary objective of this position is to provide leadership support to the existing management team. Given the opportunity to demonstrate my leadership abilities and receive valuable insight into Support Management processes.

Job Duties include:
• First point of contact when the Supervisor is unavailable.
• Assisting the Supervisor to complete various tasks
• Manage the call center queue of approx 50 agents in around 7 physical locations and assist in customer satisfaction issues
• Acted as liaison between Technical Support Specialist and Technical Support Engineering teams.
• Critiquing cases created by agents.
• Provide mentoring to first level support teams.
• Duties assigned by Supervisor that are in alignment with positions roles and responsibilities.

KNOWLEDGE-BASE TEAM
• Create and update knowledge-base articles to address frequently asked questions.

Technical Support Specialist - Team Lead

Valika Technologies

•	Understand the business issues and data challenges of client's organization and industry.
•	Identifies client organization's strengths and weaknesses and suggests areas of improvement.
•	Transitioned business needs into software requirements by coordinating with the software development team and the clients for the products being developed.
•	Provide ongoing consultancy and solutions.

GM - IT

Tejari Pakistan Ltd.

•	Managed the customized e-Procurement system based on Oracle E-Business Suite 11i.
•	Lead the team to work on Netsuite to ensure accuracy of CRM data and process compliance. 
•	Lead specialized trainings on the e-Procurement process of Oracle E-Business Suite (customized for Tejari) to the procurement staff of buyer organizations.
•	Lead the weekly conference calls with the Key Stakeholders in which different issues related to the functionality of Oracle (e-Procurement) system and Netsuite CRM were addressed and resolved. 
•	Focal point for integration projects between different ERP systems and the ‘Tejari Transact System’.
•	Acted as a liaison between the technical staff and the Business. Responsible for communications between Project Team and other related departments.
•	Member of the ‘Product Advisory Committee’ of Tejari FZ LLC, Dubai.
•	Analyze recurring customer problems/issues to develop systemic solutions.

Head of Customer Support

To manage the customer interface for Tejari Pakistan and ensure efficient service provision and addressing of issues related to the services & products offered by Tejari.

Customer Support Manager

Works360, LLC (eIntelligence (Pvt) Ltd.)

•	Worked with Technical & Sales Teams in deploying LANDesk. 
•	Co-ordinate with the software development team and deliver software projects for Works360 LLC in the USA. 
•	Launched and supervised the LANDesk Call Center.
•	Worked with developers and stakeholders to define project goals, objectives, constraints and risks. Gathered Requirements and documented project deliverables.
•	Co-ordinated with the software development team and the clients for the software projects that were being developed for a selective list of clients.

Regional Manager

WebTECHs

Managing my own business doing numerous projects related to Marketing, Software Development, Web Designing and Hosting and as a consultant to various companies including All Pakistan Trade Union Congress (APTUC) and Pathfinder Group of Companies.

Founder & CEO

Pathfinder Group of Companies

Monitoring the entire IT infrastructure of the company.

Installation of the ProTrac Security System at the US Embassy at Islamabad and the Consulates at Karachi, Lahore and Peshawar. Took Online training from TISCOR. 

Managed the Start up, launch and operations of Gift Express (an e-commerce enabled website carrying out full-fledged on-line shopping network operations) a special gift delivery service of SMS Couriers (Private) Limited, a company of the Pathfinder Group).

Member of the team involved in the Pathfinder Umrah Project in Jeddah (Aug – Sept 2001) to setup offices of the Umrah project in Jeddah, Makkah and Madinah.

Design and maintain the Defence Journal Magazine, Social Pages Magazine website.

Upgrading the I.T. skills of the senior executives by providing and arranging training for the whole Pathfinder Group.

I.T. Manager

Pakistan Computers

Responsibilities included Marketing and Support for Faxaway (E-Mail to Fax Service - www.faxaway.com). Specialized in setting up Intranets for various companies including Gerry's International, International Asset Management Co. Ltd., Security & Management Services (SMS), Interflow Communications (Pvt.) Ltd., Jamal's Yellow Pages, World Wide Cargo Service (WWCS) and Makarts.

Senior Executive

Barrett Hodgson Pakistan (Pvt.) Ltd.

Medical Sales Officer

Wellcome Pakistan Ltd.

Product Information Officer

Experienced Principal Operations Analyst with a demonstrated history of working in the education management industry. 

taplio

The Battle

Shane Smith

Amer Shah

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