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

IoT Secure

Spearheading product and technology strategy to revolutionize IoT Protection solutions. At IoT Secure, we've developed the industry's most advanced automated IoT asset inventory and vulnerability detection system.

Key Achievements:
- Pioneered safe and precise IoT and device-level behavior monitoring technology
- Developed a solution requiring no network TAPs, software agents, or tuning
- Created the industry's most comprehensive database of IoT, BioMed, ICS, and connected device profiles
- Launched IoT-mini, making enterprise-grade IoT security accessible and effortless

Our Innovative Solution:
- Rapidly identifies unmanaged devices, significantly reducing security and compliance risks
- Provides comprehensive IoT device inventory
- Detects vulnerabilities often missed by traditional network scanners
- Enables hassle-free deployment without network TAP/SPAN ports
- Offers fully automated operation with zero interference to existing networks or devices

Chief Technology Officer

InformXR

Leading the development of a cutting-edge Data Intelligence Platform for XR (Extended Reality), revolutionizing how organizations measure and optimize their XR initiatives.

Key Achievements:
- Developed a secure platform that provides actionable, data-driven insights for XR experiences
- Launched the open-sourced iXRLib data collection tool, enhancing the platform's capabilities
- Established strategic partnerships, including integration with ArborXR for comprehensive device & data management
- Pioneered seamless integration with industry-leading Learning Management Systems (LMS) and business intelligence tools like PowerBI

Our Innovative Solution:
- Empowers organizations to understand and enhance the effectiveness of their XR programs
- Delivers critical feedback on XR initiatives, enabling impact measurement and efficacy proof
- Provides data-driven reports to demonstrate tangible XR value to senior executives
- Offers a complete solution for evaluating and optimizing XR experiences

Leadership Focus:
- Driving product vision and development strategy
- Fostering innovation in XR data analytics
- Building and leading a high-performance team
- Establishing key industry partnerships and client relationships

Co-Founder / Investor

DanOnDev

Founder and content creator of DanOnDev, a YouTube channel dedicated to empowering tech leaders and innovators.

Channel Focus:
- Hacking Tech Leadership: Sharing unconventional and effective strategies for leading in the tech industry
- Building Innovative Teams: Techniques for fostering creativity and driving innovation in software development
- High-Performance Company Culture: Methods for creating and maintaining productive, engaged tech teams
- Application Security Insights: Integrating security best practices into leadership and development processes

Content Highlights:
- In-depth tutorials on leadership techniques tailored for the tech industry
- Interviews with successful tech leaders and innovators
- Case studies of high-performing software teams and companies
- Practical tips for navigating challenges in tech leadership roles

Impact:
- Empowering the next generation of tech leaders
- Fostering a community of innovative thinkers in the tech industry
- Bridging the gap between technical expertise and leadership skills

ArborXR

Early-stage investor and strategic advisor to ArborXR, now the leading XR device management company serving major enterprises worldwide.

Key Contributions:
- Provided early-stage capital, demonstrating confidence in ArborXR's potential
- Offered strategic guidance during critical growth phases
- Assisted in shaping product strategy and market positioning
- Leveraged industry connections to facilitate partnerships and customer acquisitions

Company Growth:
- Witnessed and contributed to ArborXR's evolution into an industry leader
- Supported the company's expansion to serve some of the largest global enterprises
- Played a role in establishing ArborXR as the go-to solution for XR device management

Private Investor & Advisor

True Positives, LLC

Serving on the Board of Advisors for True Positives, a leading provider of advisory and managed services in application security.

Key Responsibilities:
- Shape and refine True Positives' market strategy
- Evaluate and recommend strategic partnerships
- Contribute to long-term product development planning
- Provide industry insights to guide company direction

Areas of Focus:
- Application Security trends and best practices
- Emerging threats and defensive technologies
- Market positioning and competitive analysis
- Scaling advisory and managed security services

Impact:
- Helped align product roadmap with evolving market needs
- Facilitated valuable industry connections and partnerships

Board of Advisors

Product founder of AppSpider & InsightAppSec, key leader in Rapid7's transformation to a multi-product organization over eight years post-acquision of my company NT OBJECTives.

Key Achievements:
- Grew Application Security scanning business revenue by 15x post-acquisition
- Instrumental in the acquisition and integration of t-Cell, expanding Rapid7's application security portfolio
- Drove company's evolution into a true multi-product organization
- Expanded and mentored teams across nearly every level of the organization

Primary Responsibilities:
- Led Application Security product initiatives, research, and development
- Spearheaded cross-functional collaboration across research, development, product management, support, sales, marketing, and business development
- Focused on expanding business with demanding enterprise customers
- Oversaw the transition of NTOSpider to AppSpider following the acquisition of NT OBJECTives

Leadership Impact:
- Guided product strategy for AppSpider, InsightAppSec, and related application security offerings
- Fostered innovation in web application security technologies
- Built and led high-performance teams across multiple departments
- Established Rapid7 as a leader in the application security market

Senior Director Products, Application Security

SpringboardVR 

Provided both capital and advisory/mentorship to the leadership of this exciting VR startup

NT OBJECTives, Inc.

Founded and led NT OBJECTives, pioneering innovative solutions in dynamic application security testing until its successful acquisition by Rapid7.

Key Achievements:
- Developed industry-leading dynamic application security testing solutions
- Established NT OBJECTives as a pioneer in accurate security software
- Drove strategic partnerships to enhance product effectiveness
- Successfully led the company to acquisition by Rapid7

Leadership Responsibilities:
- Served as Co-CEO and Chief Technology Officer
- Spearheaded strategic development of the company's services
- Fostered valuable industry relationships and technology partnerships
- Guided overall company vision and growth strategy

Industry Contributions:
- Regular blogger at ManVsWebApp.com, providing thought leadership in application security
- Co-host of "An Information Security Place" podcast
- Presenter at renowned conferences including HouSecCon and AppSec USA
- Founded several open-source projects in the security space
- Active contributor to the Web Application Security Consortium

Impact:
- Advanced the field of web application security through innovative solutions and thought leadership
- Contributed to establishing best practices in web application security
- Influenced industry direction through speaking engagements and open-source contributions

Co-CEO and Chief Technology Officer

Open Source Software

Worked on several projects
* Linux documentation project
* Qmail
* RPM Builder
* PHP
* phpGroupware
* podPress

Developer

Podango

Worked to design and develop the Podango podcasting platform.

Project Manager

A seasoned entrepreneur with 30+ years of experience in software development, and 25+ years in cyber security. By keeping my primary focus on Software Engineering Leadership, I have been able to create passionate and innovative teams that have built industry leading products with sustainable growth. 

Team Leader and Visionary, Web Application Security Expert & Software Engineer

Specialties: Web application security, Computer Security, Linux, PHP, Python, SQL, etc etc etc

taplio

The Battle

Shane Smith

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