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

As the Manager of Account Services, I spearhead Customer Success team efforts to achieve goals and uphold company-wide KPIs, ensuring exceptional customer experiences across a team of 8. In my role, I provide education, mentorship, and coaching to foster team success, mitigating churn through effective retention strategies. I play a key role in recruiting and onboarding new CSMs, expanding team coverage to support our valued customers.

Collaborating cross-functionally, I maintain up-to-date product knowledge by working closely with P&D, Professional Services, Technical Support, Marketing, and strategic partnership teams. Serving as the main point of escalation for customer-related issues, I take ownership of MRR, ProServe, and churn metrics. Customer Success point-person in all Go-To-Market initiatives, I collaborate with product and marketing teams to educate customers on upcoming product releases and feature enhancements. Leveraging tools like Salesforce, Pendo, Hubspot, Asana, Amazon Quicksight, and Atlassian allow me to keep on top of all roles and responsibilities here at Extensiv. 

I manage NPS responses, ensuring team involvement in customer feedback and strategic alignment to address concerns. Oversight and accountability of the CSM MRR and PS pipeline, run monthly Lunch and Learns, and business review process deployment are integral aspects of my responsibilities. Additionally, I address operational questions, provide support to CSMs, and facilitate key processes such as accounting reconciliation and customer payments management. My customer-facing responsibilities also include handling C-Suite level support and Jira escalations, coordinating alignment meetings. I also manage year-one account escalations during onboarding, as well as churn mitigation meetings and a majority of leadership-level escalations.

Manager of Account Services (Customer Success)

Additional Duties and Responsibilities in addition to the previous role:

Admin/Coaching
NPS Response Management
Maintain CSM Confluence Page
Dive CSM Pipeline Accuracy 
Host Monthly CSM Lunch and Learns
Business Review SLAs and CSM coaching
Opportunity Approval
Field CSM Operational Questions 
KPIs
•Churn Followups/Coaching with CSMs

•Upsell Followups/Coaching with CSMs

Customer Facing
•Escalations (First Line)

Senior Team Lead of Customer Success

Additional Responsibilities:

Team Training - Hosting monthly Lunch and Learns by coordinating with teams across 3PL Central to drive education and feedback on impactful topics.

Maintaining Internal Team Documentation - Accuracy of policies and procedures, collaboration with external stakeholders for policy and communication consistency, further reinforcement of escalation response guides.

Adherence to Team SLA's - monitor and coach the team on SLA adherence, pipeline accuracy, health check conversions, churn notes and reasons.

Department Representative in Go-To-Market Product Release Initiatives

Senior Customer Success Manager

3PL Central provides the most popular Cloud-based WMS solutions available in the Third-Party Logistics and Warehousing industry marketplace.

Specifically designed to meet the unique needs of today’s high-tech warehousing operations, our products help our customers increase their sales, streamline their operations, and improve their customer satisfaction – all while expanding overall profitability.  Our software has helped our customers grow an average of 22% year over year.

Our customers include everyone from small-to-medium sized 3PLs to private Fortune 500 distribution centers. Our flagship product, 3PL Warehouse Manager, is offered via an on-demand, or Software-as-a-Service (SaaS) model, enabling 3PLs, public warehouses and warehouse operations of all kinds to access a world-class WMS solution for a low monthly fee. 

CSM East:

Manage entire customer relationship of 280+ accounts by engaging in consistent and proactive milestone touchpoints. Managed Formal Account Reviews, Health Checks and Manage Health Signal Responses (NPS and Churn). 

Account Retention, Problem Resolution, At-Risk Account Monitoring.

Leveraging of internal software focused around account health/platform metrics/accounting integration: ChurnZero/Pendo/SalesForce/SaasOptics/Microsoft Teams

Recognize expansion opportunities to achieve internal growth targets while solidifying the customers’ return on investment. This assures retention and churn reduction through creating customer awareness of product features and value. 

Single point of contact - liaison between customer and all internal departments.

Customer Success Manager

Self Employed

Stepped in as caregiver and provided home health care for a family member. This included: Managed Household Maintenance - Legal Coordination -Transportation - Medications - Ensured adhesion to the care plan - Correspondence - Scheduled Therapy and Nurse Visits - Food Prep - Financial Custodianship - Errands - Conditions: Epilepsy and Schizophrenia. Aided in Personal Hygiene During this period: Online coursework, Refinishing and Selling Antique Furniture.

In Home Family Care & Health Aid

Stevens Global Logistics

* Created operating procedures & protocol for staff accountability.
* Initiated campaign & system protocol for clients - customer advocacy.
* Juggled ops/corporate to create pricing/custom contract and web interfaces. 
* Maintained large territory brought on new accounts. 
* Responsible for forecasts, KPI's, quotes, presentations, corporate reporting, budget, target goals, operational staff, sales pipeline, & campaigns - efficiency.
* Streamlined responsibilities through superb communication 
* Up-sell, cross-sell, and anticipate needs/foresee issues and proactively solve.

Account Executive

Estes Forwarding Worldwide

* Hired to restructure LAX market: Local fleet, LTL, Airfreight, Truckload, Drayage, International and lend aid to integrating new software.
* Increased book of business over 300% in Year 1 and integrated/educated staff on my ideas for new potential and profitable client bases.
* Service success rate of 93%, lasting/sincere relationship management.
* Delegated tasks to operational staff, streamlined communication between all 4 departments (in different states).
* Tracked markets trends, qualified leads and clients to maximize gross profit, identified clients and practices that were inefficient and corrected issue(s).
* Lead cultivation, prospects, KPI's, funnels, campaigns, opportunity pipeline, project rollouts, contracts, tariffs - mainly all through Salesforce.

Business Development Manager and Territory  Executive

Custom Global Logistics

* Pick-ups, supervised select house accounts, managed all new tariffs and responsible for individual sales staff projects and reports
* Managed all LAX based dispositions
* Responsible for locating new LTL & expedited carriers/vendors to bring on board - Handled all carrier issues, docs, and negotiated rates and contracts
* Promoted to Air Freight Operations with Custom Global (expedited division of Custom): time-sensitive, urgent, specialized distribution, government, trade show, white glove & international moves - handled all RFPs
* Promoted to Inside Sales - cultivated customer leads & prospects while up-selling and cross-selling to existing customer base
* Started my individual book of business
* Built carrier/vendor partnerships and developed lasting customer relationships I still have to this day

Operations Manager, (2010-2012)
●	Project-managed 191 nationwide distribution @ 100% success involving specific, urgent deadlines, routing, and specialized delivery and follow-up instructions for each individual one. 
●	Increase operational effectiveness; cut carrier costs by 18% by creating contracted rates & a factual billed system of checks and balances.
Account Manager, (2009-2010)
●	Supervised all West Coast accounts, negotiated and managed all new tariff contracts for staff of 12 including unique projects and reporting to two US            corporate offices while delegating duties as main point of contact for their clients.
●	Conducted competitive analysis of competitor’s offerings and strategies to maintain competitive edge.
Customer & Office Support, (2008-2009)
●	Handled partner & vendor relations, client disposition requests and cost negotiations and bids.
●	Involved employer with my volunteer work with the South Bay Volunteer Center.
●	Content creation, writer and photographer for company-wide (and nationwide) company newsletter.

Account Manager & Operations Manager, Inside Sales & Partner Relations

Verizon Wireless

Responsible for 4 stores, approximately 25 employees. Brought on as a store manager due to my previous years in wireless and then promoted to regional manager. Handled onboarding of new team members,training/coaching and hr issues up to and including termination. Inventory management, labor and payroll, cash handling, bank drops, IT support, warranty rma's, marketing, software updates and staff training, collateral distribution, scheduling, workers comp, introduction of new brands/brand, campaign marketing rollouts for each store, managed our cross-county B2B deals...

Store Manager & Regional Manager

Manager of Account Services at Extensiv

I am consistently searching of ways to better myself, to take advantage of opportunities to learn, to make an impact no matter how small a scale, and to lend my knowledge where I can. 

I thrive in a high octane environment - being faced with a seemingly impossible task or an unruly project makes me feel valued and useful. I flourish under pressure, hopefully inspiring others to do the same...

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The Battle

Shane Smith

Petra Gumieniak

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