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

Artem Smirnov

Smirnov Consulting Group

𝗪𝗲 𝗛𝗲𝗹𝗽 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗚𝗲𝘁 𝗠𝗼𝗿𝗲 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗨𝘀𝗶𝗻𝗴 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗮𝗻𝗱 𝗘𝗺𝗮𝗶𝗹 𝗦𝘆𝘀𝘁𝗲𝗺𝘀. Our proven strategies work for any business selling high-ticket products and services like:
-B2B tech companies,
-Financial services companies,
-Advertising agencies,
-Software development companies,
-Marketing agencies,
-SEO agencies,
-Branding agencies,
-UX design studios,
-B2B consultants,
-Advisors,
-Experts,
-Professional service providers,
-Public speakers,
-Business coaches,
-Management consulting firms,
-Construction and civil engineering companies.

**I've worked with many companies and entrepreneurs for the last 12 years, including small businesses and even big brands like Google, HubSpot, T-mobile, Microsoft, Hewlett Packard Enterprise, Stripe, IBM, Skoda, MaxMara, Century 21, Lotto, Nestle, Lukoil, Gazprom, KTM, Pirelli, Fisher and Kappa and many many more.**

✅ 𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝗷𝘂𝘀𝘁 𝘀𝗼𝗺𝗲 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝗳𝗿𝗼𝗺 𝗺𝘆 𝗰𝗹𝗶𝗲𝗻𝘁𝘀:
- Software development company -> scaled from $7.1 mil to $24.3 mil (revenue) in just 12 months
- UX design company -> scaled from £550k to 4.2 mil (revenue) in 12 months
- SEO agency -> helped them generate $3.1 mil in new contracts in just 11 months
- Facebook ads agency -> $2.6 mil in new contracts in 12 months
- Financial services company -> $31.1 mil in new revenue from the leads we generated for them in 10 months
- IT consulting firm (+software development) -> $18.4 mil (revenue) from new projects they got in just 12 months

𝗛𝗼𝘄 𝗶𝘁 𝘄𝗼𝗿𝗸𝘀: 
✔️ 1-on-1 Coaching / Consulting
✔️ Group Coaching
✔️ Done-For-You Services: hire my team to generate leads and sales for you

𝗛𝗼𝘄 𝘁𝗼 𝗴𝗲𝘁 𝗶𝘁: 
- send me a DM here on LinkedIn to see if we are a good fit
- or email me at: artem@smirnovartem.com

𝗪𝗲𝗯𝘀𝗶𝘁𝗲:
www.smirnovartem.com

𝗘𝗺𝗮𝗶𝗹:
contact@smirnovartem.com

LinkedIn

Consistently creating content on this platform for my network.

Content Creator

Facebook

-Custom strategy
-Sales funnels
-Monthly reporting and analysis

Facebook Ads Expert | Helping Businesses Scale Using Paid Traffic

YouTube

Why YouTube? YouTube is the second largest search engine after Google, with millions of visits and hours of video content. It allows reaching a huge audience of potential clients and it is an essential platform to advertise.

The video format allows to connect with your audience in a unique way, generating more traffic to your website, building Brand awareness and increasing conversions. Did you know that you could select your audience by gender, age, interests and physical location? Or even target only those who have previously visited your site through remarketing programs on YouTube?

Youtube Ads Expert | Running Ads For Service-Based Businesses

Web Top Control Ltd.

Managing Director

SPS centrum s.r.o.

SEO, Social Media Marketing and Online Reputation Management. Consulting.
• Keyword research for SEO
• On-page and Off-page optimization
• Facebook, Instagram and Youtube Advertising

On-site Optimisation

Keyword research
Optimising meta title tags, description tags and alt tags
Keyword inclusion in content
Adding Heading 1’s to each page and H2-H6 if necessary
Adding Anchor text
Content Analysis
Duplicate content review
Local SEO
Adding structured data mark-up to the website to give more information about your business to Google
Adding XML, HTML, Video and Image Sitemaps to Google Webmasters

Off-site Optimisation

Link Building
Content Strategy
Directories- Adding business to local directories which includes a back link to website
Search Engine submission to popular search engines such as Google, Yahoo.

Monthly SEO Work 

Monthly ranking report
Monthly analytics report
Blog creation
Submission of website to directories
Competitor analysis
Website content review and then updating content
Anchor text optimisation
Applying any of the recent developments in SEO to the website.
Testing the Meta Title/description tags to optimise their performance.
Monitoring Google Webmaster tools to make sure there are no broken links, URLs not working.

Digital Marketer

CEO at Smirnov Consulting Group 👉 We build client acquisition systems for B2B businesses 🔹 B2B Growth Consulting & Marketing 🔹 We stand with Ukraine 🇺🇦

👉 𝗪𝗵𝗮𝘁 𝗜 𝗱𝗼: I help B2B companies get more leads, sales and clients every single month. To do that I'm using my proven strategies: 𝟭) LinkedIn marketing and lead generation campaigns, 𝟮) cold email campaigns to increase volume up to 1000+ contacts per day (depending on your goals), and 𝟯) retargeting ads (Meta Ads or LinkedIn Ads or Google Ads) to increase conversions.

𝗪𝗵𝗼 𝗶𝘀 𝘁𝗵𝗶𝘀 𝗳𝗼𝗿:
Our proven strategies work for any business selling high-ticket products and services like:

-B2B tech companies,
-Financial services companies,
-Advertising agencies,
-Software development companies,
-Marketing agencies,
-SEO agencies,
-Branding agencies,
-UX design studios,
-B2B consultants,
-Advisors,
-Experts,
-Professional service providers,
-Public speakers,
-Business coaches,
-Management consulting firms,
-Construction companies.

**I've worked with many companies and entrepreneurs for the last 12 years, including small businesses and even big brands like Google, HubSpot, T-mobile, Microsoft, Hewlett Packard Enterprise, Stripe, IBM, Skoda, MaxMara, Century 21, Lotto, Nestle, Lukoil, Gazprom, KTM, Pirelli, Fisher and Kappa and many many more.**

✅ 𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝗷𝘂𝘀𝘁 𝘀𝗼𝗺𝗲 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝗳𝗿𝗼𝗺 𝗺𝘆 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗿𝗲𝗰𝗲𝗻𝘁𝗹𝘆:
- Software development company -> scaled from $7.1 mil to $24.3 mil (revenue) in just 12 months
- UX design company -> scaled from £550k to 4.2 mil (revenue) in 12 months
- SEO agency -> helped them generate $3.1 mil in new contracts in just 11 months
- Facebook ads agency -> $2.6 mil in new contracts in 12 months
- Financial services company -> $31.1 mil in new revenue from the leads we generated for them in 10 months
- IT consulting firm (+software development) -> $18.4 mil (revenue) from new projects they got in just 12 months

𝗛𝗼𝘄 𝗶𝘁 𝘄𝗼𝗿𝗸𝘀: 
✔️ 1-on-1 Coaching / Consulting
✔️ Group Coaching
✔️ Done-For-You Services: hire my team to generate leads and sales for you

𝗛𝗼𝘄 𝘁𝗼 𝗴𝗲𝘁 𝗶𝘁: 
- send me a DM here on LinkedIn to see if we are a good fit
- or email me at: artem@smirnovartem.com

𝗗𝗼𝘄𝗻𝗹𝗼𝗮𝗱 𝗺𝘆 𝗯𝗼𝗼𝗸 - 𝗧𝗵𝗲 𝗕𝗠𝟴 𝗙𝗼𝗿𝗺𝘂𝗹𝗮 - 𝗳𝗼𝗿 𝗙𝗥𝗘𝗘 𝗵𝗲𝗿𝗲:
https://smirnovartem.com/the-book/

𝗪𝗲𝗯𝘀𝗶𝘁𝗲:
www.smirnovartem.com

𝗘𝗺𝗮𝗶𝗹:
contact@smirnovartem.com

www.smirnovartem.com
𝗪𝗵𝗼 𝘄𝗲 𝗵𝗲𝗹𝗽: B2B businesses and high-ticket service providers:

-B2B tech companies,
-financial services companies,
-software development companies,
-marketing agencies,
-SaaS companies,
-branding agencies,
-SEO agencies,
-UX design studios,
-B2B consultants,
-advisors,
-experts,
-professional service providers,
-public speakers,
-business coaches,
-management consulting firms.

𝗪𝗵𝗮𝘁 𝗜 𝗱𝗼:
I help you get more B2B clients and scale your business extremely fast. The goal is to help you get 10, 30, 50 or even 100 clients every single month (depending on your goals and the size of your team).

𝗛𝗼𝘄 𝘁𝗼 𝗴𝗲𝘁 𝗶𝘁:
-Send me a DM here on LinkedIn
-Or send an email to: contact@smirnovartem.com

Over 2,000 businesses have hired Artem Smirnov for speaking, consulting, training or outsourced marketing services including Google, HubSpot, T-mobile, Microsoft, Hewlett Packard Enterprise, Stripe, IBM, Skoda, MaxMara, Century 21, Lotto, Nestle, Lukoil, Gazprom, Raiffeisenbank, KTM, Pirelli, Fisher and Kappa and many many more.

🔹 SPECIALTIES:
| B2B Lead Generation | LinkedIn Marketing | Social Selling | Social Media Marketing | Digital Marketing

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Shane Smith

Artem Smirnov

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