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

Technology & Services Industry Association (TSIA)

VP Research and Advisory, Customer Growth and Renewal, TSIA

VP Research, Service Revenue Generation

Jack Johnson

Connecting technology companies to the power of their customer base through personal hands on Assessment, Planning, and Deployment of Customer Success solutions, resulting in improved revenue generation and customer loyalty.

Customer Success LLC - 720-470-6675

ServiceSource

Business Transformation  |  Strategy  | Solution Development

Working with CEO staff, lead a corporate transformation initiative defining 2020 goals and outcomes, resulting in 10-point corporate strategic plan; Lead the development of a Channel Enablement Solution which resulted in $18M pipeline potential for 2017/18.    Implemented Gainsight in to Partner Success Motion

VP, Business Strategy

iasset.com

General Manager  |  P&L  |  Client Executive

Executive responsible for every aspect of business leadership for a profitable private SaaS start-up breaking ground in North America.  Key directives included: Executive relationships with clients, Sales, Business expansion, and general business management – including:  HR, Finance, Legal, and Facilities

VP & GM  of North American

Concentrix Corporation

Call Center / Sales Center Operations  |  Business Transformation  |  Client Relationships


Leadership for out-bound sales programs and Professional Services supporting contract renewals, product sales, demand generation, and lead nurturing across 5 call centers located around the world.  Represented 18+ clients and +/-380 employees

•	Assimilated the Renewals operations (Salt Lake City) from the Encover acquisition in to Concentrix, rebuilding a strong culture, streamlining operational systems and processes, driving improvements in operational performance and revenue contribution while reducing COGS and OPEX.
•	Implemented RSOLV application for Synnex to drive renewal management capabilities through the distribution channel, generating $80+m pipeline opportunity of additional revenue capabilities across top vendors
•	Implemented best practices in renewals processing and management resulting in 8+ point improvement in the renewal rates for every Concentrix client in North America.  Contributed more than 2M incremental $ to the bottom line of one fortune 500 company in the year
Placed in to production a 200 employee, $10M annual global demand generation program supporting CA Sales in North America, LATAM, EMEA, and APJ.

VP Customer Success Operations, Americas

Rainmaker Systems

Client Care  / Call Center Operations  |  GM North America  |  Business Transformation

North America GM responsible for running Call Center Operations - In-bound / Out-bound tele-services for our North America clients. (Transformation effort)

•	Reduced Client “churn” in a $ 24M installed base from 23% annually to 17% while establishing stronger relationships with key accounts such as Microsoft, HP, and Symantec
•	Restructured Call Center operations to drive 7% increase in contribution margin.   Consolidated over-subscribed facility space, expanded work @ home programs, eliminated unprofitable programs, and implemented KPI and measurement standards to drive rep. efficiencies and productivity. 
•	Implemented global quality measurements and methods to drive higher client satisfaction and improved rep. performance in Product Sales, Demand generation, and Contract sales.

VP Customer Success Operations

Call Center / Sales Center Operations  |  Start-up Ground Breaking  for EMEA

Scaled and optimized the multi-national European Inside Sales operations for ServiceSource.  Lead the effort which built the Sales organization from 8 reps to 146 reps, and $380M bookings in two years.   (Start-up effort)

•	Successfully closed 123 parallel client quarters spanning 21 high technology companies, including: Juniper, Cisco, Bluecoat, F5, Symantec, Adobe, Novell, and Sun generating exceptional revenue returns and positive economic benefit for each of these clients.
•	Scaled organization which increased quarterly bookings from $.7M to $90M in two years, successfully meeting hyper growth Board of Director plans.
•	Recognized for leading business approaches that resulted in WW efficiencies in transaction rates, bookings activity, and greater predictability in performance.
•	Developed reporting capabilities which allowed management of 22 parallel quarter closes every quarter and to sustain a day 15 forecast accuracy within 5% for clients

VP of Services Sales, EMEA

Technical Support  |  Renewals  | Professional Services 

Vice President North American Support   
Led all aspects of the North America support business, including: Delivery Operations consisting of 110 engineers, Call Center operations, Maintenance Sales, and Support Operations.
•	Consolidated 5 support centers to 3 centers and successfully achieved Service Capabilities and Performance standards certification. Resulted in one common methodology and driving ability to share resources across all centers.
•	Recognized leader for consistent high performance standards in customer satisfaction, operational efficiencies, and cost management against a worldwide standard within BEA

Sr Director North American Consulting Operations
Managed the business operations group supporting activities for 140 consultants in North America; performed risk and profitability analysis; forecasted performance.
•	Established a profitability and risk review process which resulted in higher margin deals, better utilization of resources and lower “bad” deals.
•	Established a Sub-contract partner program which provided access to a great number of skills not on staff at a much lower cost.  Resulted in average increase of 7% margin for all deals.

Director North American Services Renewals
Managed 20 Sales reps to drive sales of maintenance renewals for $260M annually.
•	Transformed the renewals team from an administrative group to a sales organization, reducing backlog by 70% and achieving  corporate Plan 2 consecutive years 
•	Achieved 88% bookings rate for the book of business in North America, increasing customer penetration and driving higher than expected revenues.

VP of Support, NALA

Riverstone Networks

Technical Support    |   Customer Loyalty

Responsible to WW Technical Support operations, providing 24x7 support to Service Providers. in the WAN space.
Built the organization from ground up:  Hiring 100% new staff, organizing 3 tiers of support, building support processes from scratch using ISO and ITIL standards, and establishing a world class infrastructure environment for the purposes of testing and resolving cases and training network engineers

Sr Director Technical Support

Digital Equipment Corporation (USA)

Logistics   |   Product Repair Center   |   Services Sales   |   Technical Support   |   Renewals Sales

15 years of successive promotions in to additional responsibilities.
Services Sales  |  Renewal Management    ---- DEC Services award leader multiple years
Technical Support Management  .....  DEC Support awards multiple years

Various Customer Success and Sales roles

VP Research & Advisory, Customer Growth and Renewal, Technology Services Industry Association (TSIA)

In today’s market, we see dramatic shifts in business strategies; emphasis on customer acquisition is expanding to customer success and retention, "Customer Growth Solutions.” No longer are technology companies valued by customer acquisition alone but by sales growth, annual recurring revenue (ARR), and low customer churn.
 
This new economy, the outcome economy, requires new ways of thinking, skills, and capabilities for companies to transition from a traditional “sell and forget” stigma to a “constant contact” value proposition. Subscription models, cloud-hosted products, and variable payment terms have changed the market dramatically. Now, more than ever, executives must consider customer success and long-term customer value to drive bottom-line profitability.
 
“It's an honor to be a part of the TSIA team to work with the Customer Growth and Renewal (CGR) members to form strategic thinking and support transformation efforts that drive services revenue growth to our membership community.”


Business Leadership  |  Business Transformation   |  Annuity Revenue & Retention Expert   |   Inside Sales   |   Services Sales   |  Client Relationships  |  Customer Loyalty   |  Customer Care  |  Customer Success

phone:  720-470-6675

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The Battle

Shane Smith

Jack Johnson

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