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

Jodie Lamb

Arcadia Settlements Group

As Structured Settlement Consultant for Arcadia Settlements Group, I provide facilitative personal injury settlement consultation for claims settling across the U.S. I have over 20 years of experience and have the unique experience of financial planning, claims experience, and as a person with significant injury myself. I bring a real life perspective to my position. Additionally, I am one of very few in the industry with a Master’s Certificate in Structured Settlement Consulting designation from the University of Notre Dame. I’m on the National Structured Settlements Trade Association Board of Education and a repeated top 10 producer within Arcadia Settlements Group. I understand the importance of planning for the future and bring understanding, compassion, and commitment to each case. To learn more, visit https://teamarcadia.com/directory/listing/jodie-lamb.

Master Structured Settlement Consultant

C-Suite Network

The C-Suite Network is the world’s most trusted network of C-Suite leaders, with a focus on providing growth, development and networking opportunities for business executives with titles of vice president and above. The C-Suite Network’s mission is to provide a peer community, networking events, relevant content and services to support c-level executives and other entrepreneurs achieve professional success. C-Suite Network offers invitation only events as well as custom-tailored content through all its entities: C-Suite TV, C-Suite Radio, C-Suite Book Club, and C-Suite Network Advisors™.

C-Suite Network Executive Leader

EPS Settlements Group

June 26, 2017 - The world's first structured settlements firm positions itself for growth.

EPS Settlements Group announced its refreshed brand and new name, Arcadia Settlements Group.  

Arcadia is a Greek word meaning an ideal setting in harmony with nature. It connotes a place of shelter where people find peace, security, resolution and strength. It implies care and compassion.  Arcadia was chosen because its meaning directly correlates with our company’s mission and values. Arcadia is the outcome we aspire for all the people we serve.

Certified Structured Settlement Consultant

Financial Settlement Services

Working closely with insurers, defendants, injured parties and attorneys, we assist to facilitate structured settlements of complex personal injury claims.  I tailor benefit payouts for each case to meet future needs and maximize tax free growth to provide financial peace of mind to injured parties and their families.  Licensed in all states, I travel across the country to attended meditations, settlement conferences and meet with attorneys, claims adjusters and/or claimants regarding the benefits of structured settlements.

Nationwide

Coordinating structured settlement opportunities to facilitate needs based negotiations, we provide the opportunity to enhance settlement negotiations and maximize settlements for all parties. 
Successful implementation requires sharp attention to detail to customize a holistic settlement plan with expertly prepared settlement documents in coordination with claimants, defendants, claims partners and legal professionals.


Successful implementation requires sharp attention to detail to customize a holistic settlement plan with expertly prepared settlement documents in coordination with claimants, defendants, claims partners and legal professionals.

Structured Settlement Consultant

Maintained current knowledge of mechanism of injury, current guidelines in the claims function, and policy changes to determine proper policy coverage, evaluation, negotiation and settlement of personal injury claims. Held highest operational score for same day contacts and prompt settlements, dedicating time on weekends and evenings to deliver “On Your Side” service to all Nationwide customers.

Senior Casualty Claim Professional

Nationwide Insurance

Developed peer associate training and worked directly with customers to secure new business opportunities. Underwrote applications, provided communication regarding new procedures, communicated with internal sales representatives for annuity contracts. Facilitated financial transfers from external while serving as a liaison between relinquishing institutions and investment brokers. Developed a systematic approach and guideline for understanding Fidelity’s process for relinquishing funds which substantially improved the organization of workflow and acquisition of transferring funds.

Annuity Services

I Help Attorneys and Individuals Understand The Win-Win Benefits of Structured Settlements | Providing Financial Peace of Mind for Injured People and Families

I came to LinkedIn to build some win-win relationships and help people get on the path to financial independence. I encourage you to connect with me, and I assure you that I won't be soliciting you in any way. But contact me if you want to learn more about what I do.

I guide INJURED PEOPLE through the complicated and complex settlement process. I truly understand and empathize with the uncertainty, emotional, physical, and financial struggle resulting from an unexpected injury.

INSURANCE COMPANIES across the US work with me to provide structured settlement solutions. I am open to adding partnerships with insurers. To learn more about myself and Arcadia Settlements, send me a LinkedIn message or email me at jlamb@teamarcadia.com.

I work with LEGAL AND CLAIM PROFESSIONALS across the country to identify claim settlement opportunities to maximize settlements and achieve successful settlement resolution. 

To learn more about how myself and Arcadia Settlements can help you and your loved ones, please send me a LinkedIn message or email me at jlamb@teamarcadia.com.

MORE ABOUT ME AND MY SERVICES
My trusted, comprehensive approach maximizes settlement opportunities to provide financial security and peace of mind for injured parties and their families. This includes consideration of government benefits and evaluating fixed and market-based investment opportunities.   

My detailed approach educates all parties in the claims process, including financial advisors, on structured settlement opportunities. I work with legal and claim professionals to identify claim settlement opportunities to maximize settlements.  I work with financial advisors to help evaluate the unique tax-free investment options that are not available after the claim settles.
 
As a Master’s Certified Structured Settlement Consultant at Arcadia Settlements, I offer our customers more:

➢ I have over 20 years of experience in the insurance industry.
➢ I’ve facilitated over $500M of structured settlements and offer a unique financial planning background and claims experience.
➢ I’m an employee, not an independent consultant. Arcadia Settlements has an entire team supporting my clients and their needs for years into the future - even if something should happen to me.
➢ Our IT department is state-of-the-art and implements the highest SOC 2 Type II and HIPAA Hitech compliance standards to protect privacy of all parties at all costs.
 
To learn more about how myself and Arcadia Settlements can help you and your loved ones, please send me a LinkedIn message or email me at jlamb@teamarcadia.com.

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The Battle

Shane Smith

Jodie Lamb

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