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

Osmosys Software Solutions

- Responsible for overall operations of our organization across India, UK and Canada
- Oversee daily operations of the company (IT, HR, Marketing, Sales, Finance)
- Design and implement business strategies, plans and procedures
- Set comprehensive goals for performance and growth
- Establish policies that promote company culture and vision
- Lead and encourage employees to maximize their performance and dedication
- Responsible for P&L and to evaluate Company performance by analyzing/ interpreting data and metrics
- Write and submit reports to the Chairman in all matters of importance
- Participate in expansion activities (regions, investments, acquisitions, corporate alliances etc.)
- Manage relationships with clients/partners/vendors

KPI's:
- Operational Efficiency
- Financial Performance
- Quality and Customer Satisfaction
- Employee Productivity and Engagement
- Process Improvement
- Risk Management
- Strategic Initiatives
- Technology and Innovation
- Corporate Social Responsibility

Chief Operating Officer

Responsible for Global Sales and Delivery. 
Worked closely with our CEO to expand our business operations by entering new markets, adding new customers and taking complete ownership (P&L) of pipeline and revenue across a wide portfolio of products and services.

Senior Vice President - Global Delivery

Emerio

Hyd Location lead and Instrumental in building the Education Solutions vertical. Responsible for Strategy, Sales, Pre-Sales, Delivery, Marketing and Go-to-market (GTM) execution to grow our Education Solutions globally by entering new markets, adding new customers and taking complete ownership (P&L) of pipeline and revenue across a wide portfolio of products/services.

Vice President - Education Solutions

SBU Head for Emerio's Global ERP business - PeopleSoft (HRMS, Finance and Campus), SAP and MS Dynamics with primary focus on helping NTT Com with their projects.

Vice President - Delivery

Sierra-Cedar

Responsible for Strategy, Sales, Marketing and Go-to-market (GTM) execution to grow the India business unit.

Sr. Director - Global Sales & Marketing 

Delivery head for Global Consulting & Application Management Services (AMS) portfolios.

Additional responsibilities of driving sales and growth within India, Middle East and APAC regions by establishing partnerships, alliances and client engagements.

Sr. Director - Client Services

Delivery head, responsible for managing Oracle and Microsoft practices at CCI (India) and help build high-performing teams in the technology areas of PeopleSoft, Oracle eBiz, SOA/FMW, Workday, MS Dynamics AX, MS SharePoint, MS BI and Dot Net. Responsible for Offshore Delivery, Sales and Strategy

Sr. Director - Global Consulting & AMS

Delivery Head for Consulting & AMS portfolios for their PeopleSoft and Oracle eBiz practices. Responsible for project delivery, practice management, resource management and people management.

Instrumental in shaping the delivery organization and ensuring global delivery model is leveraged to manage and execute simple to complex projects from our India unit. Liaison with our US business units to manage people and offshore delivery.

Director - Global Consulting

Wipro Technologies

As the Oracle Account Manager, nurtured the Wipro-Oracle Relationship to ensure smooth delivery of projects under this account.

Managed the highly visible Oracle-Fusion Co-development Project - where Wipro was partnering with Oracle to develop tools to migrate data from PeopleSoft to Fusion applications.

Other responsibilities included - Program Management, Pre-sales, Deal Shaping, Proposal Writing, People Development and CoE initiatives.

Program Manager - Business Application Services

Exxova Inc., (formerly Soltius Technology Partners Inc.)

Worked at ACS as Consulting Manager for a mid-market product offering in the HRIS space. Was deputed to India to establish the PeopleSoft Capability (60+ resources) at Exxova's Offshore Delivery Centre in India. Successfully set up a v9.0 upgrade lab at offshore, and led CoE team in developing a delivery methodology framework (Xpilon) and accelerated toolkit (Rapidos) to shorten development timelines for the clients.

Technology Lead

Accenture Technology Solutions

Worked mostly on large AO engagements in Financial Services and Products domain in ERP space (PeopleSoft) with responsibilities in the areas of Project/ Program Management, Account Management, Outsourcing, Transition, Pre-sales, Deal Shaping, Proposal Writing and People Development.

Managed global engagements with diversified teams and cross-technology functions across the globe.

Was also part of the Accenture IDC PeopleSoft capability team, driving CoE activities and resource management across verticals.

Associate Manager

Esoteric Software Technologies

As a PeopleSoft HRMS Techno-Functional Consultant at USA, served some of the top fortune 500 corporations. Involved in critical PeopleSoft Implementation and Upgrade projects. Job responsibilities included creating design specifications for customizations and new functionality, fit-gap analysis, retro-fit and testing of key business process areas. Working with SMEs and end-users to develop test plans, test cases and roll-out plans. Initiating audit reviews and quality management processes.

Sr. Consultant

Global executive leader with +25 years experience in driving strategies and hyper growth in the IT industry, with emphasis on transforming organizations by influencing change within People, Process and Technology. 

Solution-focused, Results-oriented and Digital Transformation champion with a wealth of multi-sector expertise. Ethical and company/values-orientated with an entrepreneurial mindset, built and led leadership teams globally as well as managed multiple global business units at top-level with strong results in terms of market share, growth and profitability. 

Progressive career with a proven track record of multi-million dollar revenue/profitable growth for world-wide clients, ranging from large fortune 500's to mid-sized enterprises to start-up's. Having well-rounded experience in Technology Leadership, Global Delivery, Operations Management, IT Strategy, People Management and Solution Sales with focus on client relations and value-adds. Global multi-cultural work experience, having lived and led teams in USA, UK, Canada, SG, MY, PH and India. 

Thought Leader focused towards building and retaining high-performing cross-technology teams, practice areas to create "great places to work" and help/mentor managers to become leaders.

Specialties: Leadership roles, Business & Management Consulting in Enterprise Applications (ERP - PeopleSoft, Oracle eBiz, SAP), MS Dynamics) and business applications (.net, IoT, Mobility, AI/ML), Global Sales, Pre-sales Support, Service Delivery, Project/ Program Management, Application Outsourcing, Global Sales and Global Delivery.

Tomorrow is not promised but you will get more than 100% from me today!!

Current Work:
- COO at Osmosys from August 2019

Past Works: 
- Vice President at Emerio (an NTT Company) built and managed the Education Solutions Vertical
- Sr. Director at Sierra-Cedar with responsibilities of global consulting delivery, sales and marketing
- Program Manager at Wipro with responsibilities of Oracle Capability Building and ERP Delivery
- Technology Lead at Exxova Inc., with responsibilities of global PeopleSoft Capability and Delivery
- Associate Manager at Accenture Technologies, with responsibilities of managing large AO engagements globally
- Sr. Consultant at Esoteric Inc., with responsibilities of delivery ERP projects

taplio

The Battle

Shane Smith

Dinesh Madireddy (DM)

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?