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

Chelsea Mori

Osa Commerce

Osa Commerce is an innovative technology company that powers the supply chains of retailers, brands, and 3PLs with our cloud-based, tech-agnostic Collaborative Visibility Platform. We help supply chain businesses sell wherever their customers are so they can focus on scalable growth—and be one step ahead.

Vice President Marketing

Verte

Verte offers real-time visibility across your supply chain with a single cloud platform to scale your business. Let us help you remove the complexity from your supply chain, unify your sales channels, and optimize your fulfillment and shipping strategies so you can focus on scalable growth.

Vice President of Marketing

3PL Central - Warehouse Management Software

3PL Central is a cloud-based warehouse management (WMS), inventory management (IMS), and order management (OMS) solutions built to meet the unique omnichannel fulfillment needs of both 3PLs and brands.

Director of Marketing

Kaleo Software

Responsible for the demand generation and strategic direction for fast-growing software start-up including multivariate, A/B models, and account-based marketing to drive lead generation and measure ROI

Demand Generation Manager

Velocify

Built architecture, executed, and reported all inbound marketing, demand generation, and digital programs to drive lead conversion and new business. Oversaw demand generation budget of $1.5M

Improved sales and marketing processes via systems integrations with Marketo, Salesforce, and VelocifyPulse. Included lead scoring, assignment, campaign management, and funnel analysis

Acting Director of Demand Gen & Marketing Operations Manager

Guidance Software

Eloqua Administrator responsible for marketing automation for demand generation, lead nurturing, and customer loyalty programs from creation, performance, and KPI reporting for over 300,000 contacts and 4+ product lines

Marketing Automation Specialist

Wiredrive

Developed and executed marketing strategies and analytics for email, web, digital, and online advertising boosting MQLs by 30%

Online Marketing Manager

American LegalNet

Created and implemented a comprehensive strategy to enhance website SEO, online marketing, and social media efforts to market multiple product lines as one unified brand with message consistency

Marketing Consultant

Mitratech

Developed, researched, and implemented marketing programs for legal tech companies representing Fortune 500 companies (annual budget of $2.5 million) 

Converted annual client user meeting to an industry conference for corporate legal and compliance professionals increasing attendance 56% and sponsorship revenue by 61% over a two-year period 

Implemented Eloqua to unify sales and marketing teams and meet projected revenue goals

Managed over 20 external and internal events annually to meet lead generation and exposure goals

Event Manager

Information Forecast, Inc.

Created agenda and strategic plan for the production and execution of conferences, venture capital fairs, and investment forums for federal and state government agencies, investment communities, emerging technology companies, and business solution partners. 

Researched market viability and profitability by conducting national location surveys, scheduling, venue analysis, and attendee demographics for a variety of industries.

Conference Manager and Director, Venture Fairs

Vice President of Marketing at Osa Commerce

At Osa Commerce, our team revolutionizes supply chain management with the Osa Collaborative Visibility Platform, enhancing the way retailers and 3PLs engage in commerce. My role as VP of Marketing taps into my expertise in B2B marketing and creative direction, driving the growth and market penetration of our innovative solutions.

Leveraging my background and expertise in campaign, content, branding, and demand generation strategies, we've cultivated an environment where innovation meets execution, driving qualified leads and revenue. We at Osa Commerce are dedicated to empowering clients to sell wherever their customers are, optimizing marketing performance through data and insights to solidify our stance in the market.

taplio

The Battle

Shane Smith

Chelsea Mori

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