Customer Technical Support Manager
Current
Jul 2024 - Present
AeroLeads people directory · profile
Shane Smith Email & Phone Number
Superior Customer Support
at
GridGain
1 work email found
@3plcentral.com
4 phones found area 218, 207, and 617
LinkedIn matched
✓ Verified Jun 2026
4 data sources
Profile completeness 100%
Current company
Role
Superior Customer Support
Location
Redondo Beach, California, United States
Who is Shane Smith? Overview
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Quick answer
Shane Smith is listed as Superior Customer Support at GridGain, based in Redondo Beach, California, United States. AeroLeads shows a work email signal at 3plcentral.com, phone signal with area code 218, 207, 617, and a matched LinkedIn profile for Shane Smith.
Shane Smith previously worked as Customer Technical Support Manager at Gridgain and Principal Customer Support and Services Consultant at Everetics. Shane Smith holds Physics from Drexel University.
Company email context
Email format at GridGain
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{first_initial}{last}@3plcentral.com
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Profile bio
About Shane Smith
Customer Support, Service, and Experience are the new business battlegrounds. But are you ready to win?As a multiple industry award-winning Support Leader for over 20 years, I have transformed and scaled Support and Service for B2B businesses of all sizes, from billion-dollar enterprises to start-ups, generated customer loyalty, and driven business growth. The good news? You, too, can differentiate yourself and your business with a practical and strategic approach to delivering Support and Service to your customers. Everetics helps customer-focused companies and leadership maximize their potential and scale outstanding customer support and experiences. We offer tailored services, from consultations, mentoring, and coaching to revenue modeling and our comprehensive Support Readiness Assessment. Our personalized offerings are designed to fit your specific needs and industry landscape.Differentiate, and win, with excellent Customer Experience -> Customer Support and Service. Let’s discuss how we can partner and help you reach your Customer Support and Service and customer goals.Start now!Just book a FREE 15-Minute Strategy Call: https://calendly.com/everetics/15min-introduction
Listed skills include Enterprise Software, Program Management, Security, Linux, and 47 others.
Current workplace
Shane Smith's current company
Company context helps verify the profile and gives searchers a useful next step.
21 roles · 36 years
Shane Smith work experience
A career timeline built from the work history available for this profile.
Principal Customer Support And Services Consultant
Current- Helping you provide amazing Customer Support and Service to create "Raving Fans" because excellent customer experiences earn you the "right to renew."
- Delivered hyper-personalized coaching to Customer Support and Service leaders, improving their team's performance and customer satisfaction in companies from large enterprises to small start-ups
- Established the Support Readiness Assessment, evaluating Support organizations on seven fundamentals and over 55 factors and providing a detailed journey/change map for improvement
- Penned a book (editing) for Support leaders in navigating leadership and management hurdles, offering practical advice and success strategiesWin new, and keep your customers, through excellent customer and service.
Dec 2022 - Present
Director, Technical Services
- 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
Jan 2019 - Dec 2022
Director Of Cs Operations, Implementation & Support
- 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
Jan 2018 - Jan 2019
Director, Implementation Services & 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
Jun 2017 - Jan 2018
Head Of 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
Jul 2016 - Jun 2017
Senior Director, Learning
- 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
Jan 2016 - Jun 2016
Senior Director, Learning & Support
- 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)
Jan 2013 - Jun 2016
Director, Customer & Technical Support Services
- 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)
Oct 2010 - Sep 2013
Technical Support & Services Manager
- 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
Oct 2009 - Sep 2010
Sr. Director, Support Partners & Alliances
- 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
Apr 2008 - Jan 2009
Sr. Director, Technical Support
- 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
Oct 2006 - Mar 2008
Director, Support Operations
- 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
Jun 2003 - Oct 2006
Senior Manager, Enterprise Technical Support
- 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
Jun 2000 - Jun 2003
Senior Support Engineer
Jan 2000 - Jun 2000
Java/J2Ee Architect
Jul 1999 - May 2000
Senior Java/J2Ee Consultant
Bass And Associates
Nov 1998 - Jul 1999
Java/J2Ee Software Engineer
Dec 1997 - Nov 1998
Icbm Missile Targetting Programmer
1994 - 1997
~3 yrs
Decode/Validation Satellite Programmer
1992 - 1994
~2 yrs
Computer Operator
1990 - 1991
~1 yr
1 education record
Shane Smith education
-
Drexel University
FAQ
Frequently asked questions about Shane Smith
Quick answers generated from the profile data available on this page.
What company does Shane Smith work for?
Shane Smith works for GridGain.
What is Shane Smith's role at GridGain?
Shane Smith is listed as Superior Customer Support at GridGain.
What is Shane Smith's email address?
AeroLeads has found 1 work email signal at @3plcentral.com for Shane Smith at GridGain.
What is Shane Smith's phone number?
AeroLeads has found 4 phone signal(s) with area code 218, 207, 617 for Shane Smith at GridGain.
Where is Shane Smith based?
Shane Smith is based in Redondo Beach, California, United States while working with GridGain.
What companies has Shane Smith worked for?
Shane Smith has worked for Gridgain, Everetics, Extensiv, Rapid7, and Deltek Inc..
How can I contact Shane Smith?
You can use AeroLeads to view verified contact signals for Shane Smith at GridGain, including work email, phone, and LinkedIn data when available.
What schools did Shane Smith attend?
Shane Smith holds Physics from Drexel University.
What skills is Shane Smith known for?
Shane Smith is listed with skills including Enterprise Software, Program Management, Security, Linux, Saas, Technical Support, Cloud Computing, and Agile Methodologies.
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