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

Omnigo

Director of Customer Success

Principal, Customer Success & Operations

GovOS

Director, Customer Success

Kibo Commerce

Manager, Customer Success

Phenomenex

Customer Service Manager

3PL Central - Warehouse Management Software

3PL Central is a leader among cloud-based supply chain software providers, offering warehouse management solutions that are robust, reliable, secure, cost-effective, and easy to use. Our products seamlessly integrate with a large and growing number of eCommerce enablement technologies, EDI providers, ERP platforms, accounting packages, shipping partners, and other supply chain technologies delivering a full warehouse management platform to effectively grow and scale your business. Offering enterprise-class WMS functionality, 3PL Central customers include small-to-medium sized 3PLs to private Fortune 500 distribution centers. For additional information, please visit www.3plcentral.com.

Implementation Specialist

Rapid7’s Learning and Support organization was a foundation of being awarded the TSIA Customer Success STAR award in November, 2015. Reporting to the Senior Director of Learning and Support, I was responsible for evolving Rapid7’s paradigm to that of customer and adult learning and managed a team to produce customer content that increased customer adoption, drove product usage, and increased retention.

•	United Rapid7’s documentation team, infusing Adult Learning and engagement principles into customer content, after relocating to Los Angeles.
•	Expanded team and responsibilities from 4 members/1 product to 7 members/5 products
•	Managed and delivered team results using both Agile and Waterfall project management methodologies simultaneously for different stakeholders.
•	Produced and launched Rapid7’s 1st free, end-to-end, product video training series consisting of 9 modules.
•	Modernized Rapid7 Support’s free webinars using blended learning approach, increasing quality, consistency, customer satisfaction, and Support efficiency.
•	Interacted with customers, on-site and virtually, to gather customer preferences, needs and situational differences to factor and refine training content with.
•	Key member of the cross-functional Learning Management System (LMS) replacement initiative to best support Rapid7’s aggressive growth and learning objectives.
•	Implemented and configured all aspects of Rapid7’s Cornerstone OnDemand (CSOD) global and customer divisions.
•	Liaised regularly with other departments to ensure customer community was bolstered and fresh with effective and impactful training content.

Learning Manager

Fully responsible for implementation and maintenance of Rapid7’s global learning infrastructure in a non-federated system landscape. Developed various new, and deployed existing internally facing enablement content.

•	Implemented and deployed Rapid7’s recently purchased and 1st ever LMS, docebo.
•	Evolved on-boarding and enablement programs increasing on-boarding efficacy by more than 60%.
•	Administrated all aspects of LMS: user management, security, reporting, compliance and content maintenance.
•	Orchestrated all back office processes and systems to support the LMS.  
•	Developed corporate learning track for a new company/product acquisition.
•	Hired and managed Rapid7’s first eLearning Content Developer.

eLearning Manager

athenahealth

Key member of LMS evaluation, replacement, and deployment team. Responsible for upkeep of LMS for all internal employees including course effectiveness evaluations, regulatory compliance, and employee messaging.

•	Administered the LMS (CSOD) for over 3,000 employees across the globe.
•	Performed regular LMS usage and trend analysis – an intense process that identified departmental needs, content effectiveness, and maximized learning investments.
•	Increased LMS effectiveness by implementing and driving a marketing program that resulted in over 20k course completions in Q2’14 (versus 4.8k in all of ’13).
•	Managed learning assessments for stakeholders to identify learning needs and developed comprehensive education plans including eLearning design and creation.

Learning and Development, Senior Associate

Responsible for developing and deploying new internal eLearning enablement content, developing and conducting in-person training, and upskilling Learning and Development staff in LMS and applied learning methodologies.  

•	Created first eLearning track for New hire orientation expediting foundational industry knowledge transfer.
•	Developed and delivered blended on-boarding training for multiple operational departments.
•	Coached and trained the Learning and Development team on: Lectora, Camtasia and Captivate.
•	Created all corporate eLearning content for: Salesforce.com, OpenAir, Workday and Colligo.

Learning and Development Associate

As a subject matter expert for client operations in the “Client Operations Scalability” project, I assisted to develop and drive the widely cost effective call center model that is in use today (based on educating analysts to train our customers versus legacy break/fix) and developed the training models to upskill a new call center in Maine using this approach.

•	Resolved a wide range of issues and escalations to facilitate and maintain practice productivity and patient safety.
•	Supervised and coached Help Desk Analysts to assist in learning and personal development including: weekly meetings to discuss performance, issue resolution and informal training sessions.
•	Developed and coordinated product and industry training sessions for the Client Service Center, account managers, and other operational groups. 
•	Developed training materials for Client Operations Associates on-boarding program, such as customer service soft skills, CRM protocols and quick reference guides for internal processes.
•	Managed project deadlines, mentoring work, phone duties and client cases in an efficient and timely manner.

Client Operations Associate, Tier 2

The frontlines of achieving our “changing healthcare” vision was in our Client Service Center. This senior level role required being responsible for providing exceptional, above and beyond, support and service to our clients and end users in an ever-changing and fast paced environment, handling inquiries via inbound phone calls, self-service CRM and e-mail. It was essential to be a versatile expert in a vast and complex athenaNet application and all service lines to resolve, and assist other Analysts to resolve, requests expeditiously.

Client Service Center Associate

Gained a thorough understanding of all product and service lines offered by athenahealth and all functional area’s responsibilities. My day to day responsibilities required resolving complex software issues and providing clear direction to end users in order to resolve customer inquiries on initial contact in a high service volume environment.

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The Battle

Shane Smith

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