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

TechCon4u

Self Employed

Freelance - Technical Support 

Bearys Group

Bearys Group - One of the well known Real-estate Developers and Builders in Bangalore.

Installing and configuring software, hardware and networks.
Ensuring security and effiency of IT infrastructure.
Monitoring system performance and troubleshooting.

System Administrator

Dealing with used systems / laptops sales and servicing.
Preventive maintenance.
Evaluated technical issues, solved Customer concerns.
Scheduled work, ordered parts, Estimated and Invoiced repairs.

Senior Service Engineer

Redington Middle East and Africa

KSA – A high profile InfoTech Distribution Company catering to the market demands of Computer Software, Hardware and Services.  Authorized Support Provider HP, Compaq, Acer, TOSHIBA, DELL, IBM LENOVO and FUJITSU SIEMENS.


JOB PROFILE

To handle the L1, L2  technical support for DELL commercials and consumers units
Lead the team and deliver the international standard support to customer.
Achieve the vendor SLA and other KPI
Achieved management objectives.
Acting as a POC for higher level escalations
Skilled in LAN design, configuration, Installation, trouble shooting Network issues, Hardware components and peripherals
To implement, configure and trouble shoot wireless networks
To configure Network printers
To attend onsite calls for the VIP and AMC customers
Specialist and supporting over DELL, HP, TOSHIBA, IBM LENOVO and  ACER laptops and desktops hardware issues at L3 levels
Specialist in assembling, trouble shooting and configuring all kinds of laptops and desktops
Handling technical issues from ground level to higher level to get 100% solution with customer satisfaction
POC for the documentation and reports to the management team
Ensuring highest standard of customer satisfactions by directing them properly through providing guidance and technical ideas to them and resolving customers queries

Lending technical support to new trainees, thereby assisting in creating a flawless Network Management System
Accountable for problem cause analysis, resolution of routine customer problems and complexity resolution
Managing system administration, networking and hardware management and maintenance in the organization

SERVICE ENGINEER

Geeta Electronics

DESCRIPTION: Geeta Electronics is a professionally managed company providing End to End IT Infrastructure solutions. Offer range of IT Hardware (Laptop, Desktop, Server, and Storage & Networking), Software & Services. 

JOB PROFILE

	In-house and On-site Systems and Networks maintenance 
	Provide Hardware, Software and Network related support 
	Securing data by taking backup
	Providing internet connection to selected users
	Great proficiency in attending the troubleshooting calls and providing quick solutions
	Responsible for troubleshooting, installation, configuration and repairing computer systems
	Done installation and configuration of Win XP, Vista, Windows 7 professional, Win 2003     server and applications
	Familiar with various models of desktops and laptops
	Having experience with troubleshooting printers
	Able to work independently under pressure also
        Responsible for other duties as assigned

SYSTEM ADMINISTRATOR

Infovision Solutions Pvt Ltd

InfoVision is a global IT Services and Solutions company with primary focus on Strategic Resources, Enterprise Applications and Technology Solutions.
JOB PROFILE

Administrating Systems and Networks
Load new or update software and system on existing equipment.
Responsible for managing LAN installation and arrangement for network PCs performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting Etc.
Configured DHCP
Supporting Windows Networks and Office Productivity applications
Done installation and configuration of Win NT/2000/XP professional, Win 2003 server and applications
Customer Support for network maintenance and Troubleshooting
Recording the model number of each installed hardware component and forwarding the details to the administrative authorities
Done other duties as assigned

GLOBAL ENTERPRISE INFOTECH SOLUTIONS

Global Enterprise Infotech Solutions (GEIS) is a software development, training, R&D and consulting organization providing design, development, re-engineering, maintenance, support, consulting and migration and training services in the areas of Client/Server applications, Web, ERP, SCM, Bioinformatics and eCRM to their clients.

JOB PROFILE
In-house Systems and Networks maintaining
Configured the network (LAN) for GEIS 
Troubleshooting network related problems
Attending the maintenance calls by the users
Fault finding and troubleshooting of Monitor, SMPS, and Motherboard Etc.
Supporting Windows Networks & Office Productivity applications
Securing data through BACKUP
Maintaining the mixed operating system in Windows NT/2000 environment
Installing, configuring and administering Win 2000 professional, Win 2000 / 2003 server. Creating User Accounts, Managing Account and Domain Controller
Ability to install various accessories such as office tools, antivirus and other updates etc.
Provide Hardware, Software and Network related user support
Installed Oracle Financial server for GEIS
Done other duties as assigned

Computer Hardware and Networking support; Rooman Institute of Technology, Bangalore

DESCRIPTION: Rooman is a premier IT training company. Provides training for Computer Hardware, Networking and Internet security with branches in India and abroad; Installation and Troubleshooting of Win95, Win98, Win NT
Assembling the Personal computer systems
Hardware management/setup/troubleshooting
Preventing systems by scanning for virus
Providing internet connection to users
Maintenance of systems, Printers, Scanners, CD Drives, Lap-tops etc
System Integration and Troubleshooting for various Monitors, SMPS, Motherboard, Processors, Peripherals, Expansion cards, External Devices etc
Administrating the PROMETRIC Exam system

Blockchain / AI / Cybersecurity / MCSA / MBA

Greetings! Drawing on my extensive experience in IT, business development, marketing, and content creation, I possess help companies leverage blockchain technology to achieve their goals and uncover new prospects.

I am deeply passionate about propelling positive change within the industry and contributing to its growth and development. 

If you're interested in exploring how I can help your business, please don't hesitate to connect with me. I'm committed to providing any assistance I can.

DM me Or reach me 👇🏻

Email: ateeqh2714@gmail.com

taplio

The Battle

Shane Smith

Ateeqhur Rehman Khan

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