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

HappyCo

Led a high-performing Customer Success team across multiple regions. Dedicated to driving consistent execution of success programs and fostering a culture of accountability, innovation collaboration, and customer-first thinking. Some areas of focus and accomplishments included:
- Executing a Customer Success strategy to align with company KPIs and growth objectives, driving measurable improvements in customer retention, satisfaction, and GRR.
- Defining and operationalizing a value-based success framework to accelerate time-to-value and drive measurable business outcomes for customers. 
- Serving as a key member of the leadership team, shaping corporate strategy through customer-centric insights and initiatives.
- Partnering cross-functionally with Sales, Product, Support, Marketing, and Professional Services to ensure a cohesive end-to-end customer experience.
- Establishing relevant KPIs to drive team performance and focus. 
- Creating a meaningful customer health scoring model to monitor outcomes, sentiment, engagement, risk, and growth signals.

Vice President of Customer Success

Gainsight

As Director of Customer Success at Gainsight, I led and built out a team of highly skilled Customer Success Managers for the Mid-Market. Dedicated to coaching, mentoring and inspiring these talented professionals, I fostered a strong team culture, enabling them to meet and exceed KPIs, accomplish individual goals and feel valued for their contributions and expertise. I was inspired by their enthusiasm and committed to celebrating their successes, as well as helping them overcome difficulties, understand areas for improvement and continue to grow. So that I could advocate for the team and take necessary action to create a supportive and healthy work environment, I endeavored to truly understand the needs of each individual, as well as the overall team, in terms of aspirations, areas of strength, opportunities to improve, desire for additional support and how to overcome any challenges and maintain work-life balance.    

Under my guidance, the team was laser focused on customer retention and growth, while offering strategic best practice recommendations tailored to the customer's objectives, proactively managing risks and providing an outstanding customer experience. I stayed close to risky accounts, in order to understand the challenges, supply the necessary direction to the team to empower them to manage the risk and be ready to step in to give them hands-on assistance with escalation and resolution. 

I worked cross-functionally with other leaders across the organization to identify ways to scale and solve problems, and to drive improvements to benefit our customers, teams and the company. In addition, I engaged regularly with customer executive stakeholders, having meaningful conversations about business objectives, priorities and challenges. I was committed to exploring their vision for CS in their organization, defining their ever-evolving criteria for success and ensuring they were achieving their desired outcomes and measurable ROI from Gainsight.

Director of Customer Success

Resuming my role as a senior level Customer Success Director during the COVID-19 pandemic, I worked closely with key customer stakeholders to provide strategic guidance and best practice recommendations to drive value and achieve desired outcomes. My goal was to help our customers overcome business challenges and establish processes to identify risks, increase retention and effectively manage change and scalability throughout their organization. I collaborated with Account Managers to bring in renewals, foster account growth and meet revenue goals.

Customer Success Director

Promoted to the position of Education Director, my responsibilities expanded to include the following, in addition to those performed as Partner Education Director:
- Planning, coordinating, executing and presenting at regular on site training events for customers, partners and new hires
- Creating collateral and content, managing resources and handling all event logistics
- Working closely with new customers to develop and deliver custom end user and manager training, based on their business processes and use cases, as well as best practices
- Crafting content and recording web-based product training modules for end users
- Creating Certification exam questions
- Reviewing product Certification exam results and providing guidance to those who did not pass the exam

Education Director

In this role, I developed, rolled out and managed a new partner training program, including:
- Defining and mapping out curriculum for technical and strategic enablement 
- Planning and coordinating onsite training events
- Continually assessing the partner journey and refining program goals and requirements
- Establishing partner qualification criteria and working with stakeholders to effectively move partners through necessary phases of education
- Revising and expanding curriculum, based on changing needs, objectives and product offerings
- Conducting workshops and webinars 
- Delivering training on strategy and best practices

Partner Education Director

Promoted from the position of Sr. CSM to Customer Success Director, I provided strategic consultation and insight to enterprise customers with the primary goal of ensuring they took full advantage of the value and benefits of using Gainsight. I worked closely with stakeholders at all levels to identify and address any potential risks, and to offer guidance and recommendations relating to Customer Success best practices. My objective was to ensure they were positioned to achieve the best possible outcomes by optimizing product use and adoption, and by effectively managing change and implementing impactful processes throughout their organization. 

Partnering closely with sales and implementation, I worked to ensure that proper expectations were set with customers and appropriate recommendations were made to position them for a successful launch. I engaged throughout the relationship, listening closely and providing suggestions to help them evaluate and improve processes, facilitate change management and, ultimately, increase the effectiveness of their Customer Success team and the success of their own customers. 

As a NPS Certified Associate, I was the internal NPS and survey expert at Gainsight and provided input on the most impactful way to internally create and take action on a meaningful closed-loop survey. In addition, I consulted with both customers and prospects on best practices for planning, designing and executing surveys and for gathering and actively using customer feedback to improve the overall customer experience.

Enterprise Customer Success Director

Hightail

A trusted adviser to enterprise customers, I dedicated myself to understanding the customers' business objectives and success factors, making corresponding recommendations on how to achieve those and advising them on the best ways to leverage product capabilities and increase adoption and engagement. I provided ongoing training and consultation to ensure the greatest depth and breadth of product utilization. Continually identifying risks and opportunities for growth, I partnered closely with Sales Executives to execute renewals and meet a revenue goal, always keeping my finger on the pulse of the customer experience.

Sr. Enterprise Customer Success Manager

LivePerson

The Customer Value Manager role at LivePerson required ongoing alignment with customers regarding their objectives and KPIs, ensuring the satisfaction of enterprise accounts and becoming a trusted client adviser. My primary focus was facilitating the successful adoption and  optimization of customer engagement solutions, including live chat, voice and content marketing, and delivering value through established Customer Success Offerings and performance management projects. 

Based on customer interactions and frequent touch-points, I partnered collaboratively with teams and stakeholders to help the customer achieve its goals. I communicated and advocated individual customer needs internally, acting as the voice of the customer. In addition, I worked with Account Executives to identify and capitalize on new opportunities, in order to expand the footprint of LivePerson within the account.

Customer Value Manager

Independent

Customer Success Consultant

Bottomline Technologies

Responsible for the strategic management and growth of large accounts, I offered consultative solutions and guidance to clients in order to develop and maintain a strong and mutually beneficial  partnership.  My efforts and contributions included providing value-added programs and professional services for clients, developing training workshops, retaining and increasing revenue from existing customers and fostering successful relationships with key business stakeholders and decision makers.

Senior Client Advisor

LexisNexis Examen

I created, launched and managed a new Customer Experience Program across products, establishing program strategies, key initiatives and criteria for success. In conjunction with other listening posts and inputs, Net Promoter Score and CSAT questions were used in relationship surveys to measure customer loyalty and identify actionable opportunities to improve the end to end customer experience. The CX Program achieved exceptional success, increasing client references and improving NPS by up to 72% in just the first year. In addition, I was responsible for 
*Establishing an internal "Quality Council" with members form each department 
*Performing in-depth customer survey analysis, identifying trends, areas for improvement and resolution strategies
*Presenting program priorities, plans and achievements to the senior executive committee
*Working closely with CX industry colleagues to learn and share best practices
*Spearheading Focus Groups to address and resolve complex challenges, and implementing innovative new processes to improve the end-to-end customer experience
*Publishing internal and client-facing newsletters to highlight initiatives, events and opportunities
*Engaging internal service and support teams to generate enthusiasm, encourage participation, create accountability and give credit to key contributors

Customer Experience Program Manager

As the Manager of a Customer Success team working with clients using multiple SaaS applications for legal e-billing and matter management, my segment was accountable for a portfolio representing over $10 million in annual revenue. My constant focus was on professional development, account retention, contract renewal, revenue growth and delivery of consultative solutions and superior customer service. In this role, I was proud to receive the LexisNexis US Corporate and Legal Markets Value Award for Customer Focus. 

My accomplishments included:
*Driving corporate-wide and departmental process improvements to create efficiencies, leverage best practices and increase company profit
*Participating in industry events to increase knowledge of competitive offerings and take advantage of educational and networking opportunities  
*Overseeing the management of enterprise accounts to ensure customers' needs and expectations were being consistently exceeded
*Developing strategies to understand and meet clients’ immediate and long-term goals, retain existing business and optimize the value of the products and services provided
*Increasing client revenue by identifying opportunities for business expansion, professional services and new product sales
*Implementing a customer reference and testimonial program
*Hiring, training, mentoring and evaluating employees, while promoting the professional development of all direct reports, as well as the services and support team as a whole
*Establishing departmental and individual employee goals and creating dashboards to effectively track and illustrate progress

Strategic Account Manager - Customer Success Team Manager

In this Customer Success position, I owned managing, developing and retaining corporate accounts and effectively addressing client needs to ensure complete satisfaction with all services provided by the company (fka Examen, Inc.). I served as primary internal and external liaison for all aspects of product and service delivery for accounts.  

My primary responsibilities included:
*Understanding each client's corporate goals and objectives and cultivating relationships with executive decision makers and other key stakeholders 
*Contributing ideas for product enhancements and collaborating with the product team on road map prioritization   
*Assessing client issues and facilitating resolution or escalation, as appropriate.
*Creating and presenting meaningful Executive Business Reviews for all clients
*Forecasting revenue and creating Account Plans focused on trend analysis, business retention strategies and contract renewal 
*Managing product implementations, conducting client training and coordinating complex special projects involving product customization, service level plans  and system integration 
*Adapting to a constantly changing business environment, including client base, product line, and corporate strategy

Account Manager (Customer Success)

The Traveling Vineyard

As a Sr. Wine Consultant, I conducted wine tasting events, offering hosts and guests the unique opportunity to bring a tasting room experience into their home or place of business. I enjoyed sharing wine tasting basics and providing information to increase participants' enjoyment and understanding of wine. Discussions touched on color, nose, body, type, grapes, regional and winemaker information, and ideal food pairing. 

During each event, I made recommendations based on customers’ individual needs and preferences and placed orders for wine, accessories and wine club memberships. I employed marketing strategies, participated in industry events and effectively generated repeat business through ongoing customer communication. Throughout this time, I built and trained a team of Wine Consultants, coaching them on requirements and best practices, to equip them to be successful in the business.

Sr. Wine Consultant

I am an innovative, results-driven leader with extensive background in Customer Success, Voice of the Customer and customer education. Adept at cultivating relationships with key stakeholders at all levels, my breadth of experience includes:
* Customer Success strategy and thought leadership, with a focus on value realization and driving customer outcomes
* Developing and leading exceptional Customer Success teams that consistently meet and exceed KPIs
* Creating, launching and managing an end-to-end Customer Experience Program, with measurable results
* Net Promoter® Certified Associate and
survey best practice expertise
* Event planning and execution

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