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

Omnigo

Leading Customer Success and Support for 2700 customers across the Public Sector, Gaming, Healthcare and Commercial verticals.

Chief Customer Officer

CS Angel

Selected by peers and top influencers to create the world’s first syndicate of Customer Success and Customer Experience experts ready to invest in startups providing tech that improves Net Revenue Retention (NRR).

Member

Women in Customer Success 

RevGenius

GovOS

Chief Experience Officer

SVP, Customer Success

Kibo Commerce

Kibo Commerce provides a full suite of Unified Commerce solutions that offer fulfillment, ecommerce, and marketing personalization tools that enable customers to meet growing consumer demands while increasing conversion rates, average order value and ROI.  ($100M+ ARR)

• Built Customer Success Center of Excellence during a post-acquisition integration phase 
• Rolled out Customer Success Qualified Leads process with a first-year total of $6M in pipeline generated
• Developed a "Know, Grow, Retain" framework for the global team of 35 CSMs to drive consistency
• Executive champion of multiple task force teams to drive increased retention and product migration efforts
• Initiatives Implemented; renewal management and forecasting, reference management, risk management, health and churn tracking, Voice of the Customer (VoC) process, dashboards and streamlined Board reporting

Vice President of Customer Success

CentralSquare Technologies

CentralSquare Technologies, LLC, is a Vista Equity Partners and Bain Capital company. Created by the merger of four innovative software businesses, CentralSquare is a software products leader serving the North American public sector marketplace. 

•	Transitioned to a more senior role leading the new Customer Experience Office, overseeing all Customer Success teams and Voice of the Customer initiatives.  
•	Accountable for retention of CentralSquare's 7,500 customers and $400M annual recurring revenue; managing multiple Customer Success teams covering both the Public Administration and Public Safety business units across a portfolio of legacy and cloud-based growth products; implementing Customer Experience initiatives impacting all CentralSquare customers across their customer journey.  
•	Achieved 98% customer retention, drove over $30M in upsell opportunities, integrated multiple teams and implemented a tech touch model to scale for growth.

Vice President Customer Experience

Superion

Superion was formed when purchased by Vista Private Equity in 2016 and is now CentralSquare Technologies.  A leading provider of software and services for U.S. public administration and public safety and justice agencies serving over 175 million people in North America. 

•	Promoted to Director and tasked with scaling Customer Success Public Administration team using best practices and creative solutions to drive referenceability and growth.
• Accountable for growing the team from 4 to 11 to cover multiple Public Administration product lines, 850 customers and $75M ARR; implementing new processes to track impacts on revenue and retention; implemented Gainsight and created Customer Health Dashboards using key metrics to proactively drive visibility into areas of risk.  Participated in 
• Achieved 97% customer retention, increased CSQL pipeline from $5M to 12M in expansion opportunities, was a key member of the post-acquisition integration and business process systems standardization (BOSS) project to bring multiple disparate systems together resulting in an improved overall customer 360 experience in Salesforce.

Director of Customer Success

SunGard Public Sector

Led creation of a new Account Management (Customer Success) Department.  
• Managed the team of Account Managers and a technical resource dedicated to assisting customers and taking a proactive approach to the overall customer experience.  
• Developed and implemented processes for ongoing customer engagement, annual renewal communications, updated the reference program and improved internal processes between departments.
• Researched, recommended, acquired and implemented Gainsight to improve data driven decision making around customer health and engagement.
• Planned and executed request for funding to increase size and scale of the Customer Success team to include all Public Administration product lines.

Manager of Account Management

This role is a combination of prior Account Executive and Account Management roles.  The combined role allowed for a single point of contact for customers and the ability to get a deeper understanding of the customer.    
• Continued responsibility for maintaining a revenue pipeline and meeting expected sales quota for multiple product lines offered by SunGard Public Sector.  
• Responsible for overall customer satisfaction scores for customers in the Pacific Northwest Territory.

Client Success Executive

Cultivate a revenue pipeline and facilitate consultative sales to meet expected individual Sales revenue quota by identifying customer software and professional services needs. 
• Utilized consultative selling techniques to position customer software and professional services needs and cultivated a revenue pipeline 3x quota to meet expected individual sales goals
• Built and maintained strong, trusting, and long-lasting relationships with customers and SunGard staff

Account Executive

Responsible for customer care of 250 accounts on the West Coast.
•	Escalation management, led generation for installed sales team and monthly customer site visits to discuss engagement

Account Manager

City of Bend OR

Dedicated resource for special projects and systems used by the City Manager’s Office and IT Department
• Managed email, reporting and back up for city-wide Enterprise Resource Program (ERP)
• Led Reporting for ICMA Center for Performance Management and other analytics needs
• Project Manager for Metropolitan Planning Organization process for the City as it reached 50,000 pop.

Management Analyst

Chief Experience Officer | Customer Success Leader | Coach |

Customer-centric executive with 20 years’ software industry experience, excelling at cross-functional relationship building, operational focus, and creating memorable customer experiences that impact retention and growth.

I thrive in a customer and process focused dynamic environment, creating results by building amazing teams, strong business partnerships and solid customer relationships.  

I bring a collaborative, team player approach to every business interaction.  I have been able to align customer engagement with sales forecasts and product roadmap planning and have increased the number and value of customer success qualified leads year over year.  

I have a passion for leading teams who want to work hard to create world class customer experiences.  I empower my teams to do the right thing in leading customers forward on their path to success.  I make sure they have what they need to succeed and encourage them to have a growth mindset, be accountable and act with urgency as they approach their role every day.  

I am a strong advocate for the customer voice and more importantly the feedback loop.  Making sure everyone in the organization is connected to the customer even if they are not customer facing and making sure they understand the customer WHY and expectations.  

Strengths:
Retention and Risk Management • Customer Success Operations • Building High Performing Teams • Value Creation • Renewal Management / Forecasting • Post-Merger/Acquisition Integration • Expansion Revenue Growth • Customer Journey Analysis • Advocacy Builder • Talent Development • Collaborative/Team Player • Results / Data Driven

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