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

Abnormal AI

Director, Customer Support

Manager of Support

L2 Support Team Lead

Technical Customer Success Manager

Proofpoint

Pre Sales Support Engineer

Barracuda (NYSE: CUDA)

Lead Support Engineer

About the Company
Barracuda Networks Inc. offers industry leading products for three distinct markets. As the worldwide leader in content security appliances, Barracuda Networks offers products that protect organizations from threats over email, Web, and IM. With a strong security heritage, Barracuda Networks offers networking products that improve application delivery and network access with SSL VPN, Internet link load balancing, and server load balancing product lines. Finally, Barracuda Networks offers world-class solutions for backup and data protection that include message archiving, backup software and appliances, and offsite backup services.

Tier 2 Tech support Engineer

About the Company
Barracuda Networks Inc. offers industry leading products for three distinct markets. As the worldwide leader in content security appliances, Barracuda Networks offers products that protect organizations from threats over email, Web, and IM. With a strong security heritage, Barracuda Networks offers networking products that improve application delivery and network access with SSL VPN, Internet link load balancing, and server load balancing product lines. Finally, Barracuda Networks offers world-class solutions for backup and data protection that include message archiving, backup software and appliances, and offsite backup services.

- Support all Spam & Virus Firewalls units from models BSF100-BSF900 and Barracuda Email Security System (BESS) 
 and Barracuda Back up Servers.
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 50 cases in any given 
 week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 
 100% marks in all categories including communication skills, listening skills, problem resolution and 
 politeness.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve
 productivity. 
- Here at Barracuda Networks I learned to have a solid understanding of SMTP, HTTP/HTTPS, SSL, DNS, TCP/IP, OSPF Routing, DNS/DHCP, LDAP Directories and 
 (Open LDAP, Active Directory), Proxy Servers, Firewalls. As well as a solid understanding of Network Administration, 
 Windows Server Operating System, UNIX, Linux
- Work on backing up data from network file systems including CIFS (Windows), SSHFS (Mac and Linux/Unix) and NCP 
 (Novell).- Work with Backup agent software is included with the Barracuda Backup Service to capture System State

Tier 1 Tech Support Engineer

- Check and inspect over 45 different units and parts.
- Read and Follow blueprints to match all units. 
- Perform GUI tests on every unit.
- Fix any quality or testing issues.
- Maintain all units’ records and daily counts.
- Ran Build, Post builds, QA, Repair and RMA’s.

QC/QA Technician

- Assemble electronic parts and units.
- Follow all instructions and company policies. 
- Use different hand power tools to create parts and units. 
- Solder up to 9 cables per unit.
- Maintained safe work environment.

Manufacturing Technician

Microsoft

- Provide customized solutions to ‘new’ purchasers that meet their needs and exceed their expectations.     
  Customized solutions to ‘new’ purchasers that meet their needs and exceed their expectations.
- Engage, Educate, Excite, and Empower both customers and team members alike.
- Performing Phone Activation
- Completing sales transactions with POS
- Collaborate with corporate and field team members in the development of the necessary tools and programs         
  that will lead to long-term relationships with elated customers.
- Personal train customers on how to use and work around  Windows Phone 7 and Microsoft Office programs     
  (word, excel, power point, one note, outlook)

Product Advisor

Global Supply LLC

- Shipping, receiving, and daily record keeping.
- Verified orders with outside vendors, delivery drivers, faculty, and staff alike
- Open/close warehouse and office (key and alarm code holder)
- Packaged UPS, FedEx and other freight packages

Shipping & Receiving Clerk

Mvp Arena

- Manage all soccer leagues and soccer activities
- Maintain all team fee records and files.
- Supervised all referrers and playing areas.
- Solved all and any soccer and facility problems.

Soccer League Manager

Bilingual (Spanish speaking) Cybersecurity specialist with over 10 years of experience specializing in email security, data protection, and pre/post sales customer support. 

taplio

The Battle

Shane Smith

Albert Ayala

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