Scott Eshelman Email and Phone Number
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I am an experienced, global executive business leader specializing in Business Strategies and Operating Efficiencies of Technology Services, with a focus delivering revenue growth and profitable Customer Success. I have led cross cultural teams providing both B2B and B2C solutions. My experience includes 8-years as the General Manager of a highly profitable, multi-million-dollar global service organization and over 20-years’ experience leading customer-centric Service organizations.PROFESSIONAL ATTRIBUTESEXECUTIVE TECHNOLOGY LEADER – 25-year career progression driven by recruitment, promotion and retention by leading Unified Communication and Collaboration companies.GLOBAL EXPERIENCE – Extensive experience building and leading teams outside the United States, including Asia, China, Europe and Latin America.P&L MANAGEMENT – Direct accountability and experience managing $150M P&L with $59M spend.M&A TRANSACTIONS – Demonstrated integration excellence in 3 acquisitions, 2 mergers and 1 divestment. Experience keeping key talent while transitioning Public to Private and Private to Public.SUPPORT SERVICES – Experience profitably leading global, cross cultural, multi-language Proactive and Reactive support organizations for both asset specific and subscription-based solutions.PROFESSIONAL SERVICES – Led Envisioning, Design, Installation, Integration, and Deployment practices for complex, multi-vendor solutions with highly qualified resources.MANAGED SERVICES – Experience operating international Network Operating Centers focused on customer up-time and 7x24x365 SLO/SLA performance. Transformed business from Products and Networks to subscription-based DevOps models. CUSTOMER SUCCESS – Passionate focus on customer service and excellence. Improved customer satisfaction, decreased escalations, and partnered with Sales to secure multi-million-dollar renewals.QUALIFICATIONS AND SKILLSExecutive Business Leader | Global Operations | Process Improvement | Revenue Growth | Customer Success | Service Portfolio Development | Service Sales | Support Services | Professional Services | Managed Services | Cloud Services | Field Services | Project Management | Supply Chain Logistics | Vendor Management | Contract Negotiations | P&L Budgets and Financial Planning | Change Management | Business Transformations | M&A TransactionsTechnical Acumen | IP Telephony | Video Conferencing | Unified Communications | Web Conferencing | Telemedicine | Telehealth | Datacenter | Telecommunications | Electrical Engineering & Computer Science Technologies
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Head Of Billing And Technical SupportZoomDenver, Co, Us
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Head Of Billing And Technical SupportZoom Video Communications, Inc. Aug 2024 - Present -
Head Of Premier SupportZoom Oct 2020 - PresentSan Jose, Ca, Us➣ Responsible for the Premier Support Portfolio, overseeing support offers and managed service portfolio.➣ Developed the Technical Account Management Team aligned to customer success.➣ Managed cross-functional teams to ensure high-quality support services for clients.➣ Implemented strategic initiatives to enhance customer satisfaction and retention.➣ Developed and implemented innovative solutions to improve operational efficiency and service delivery. -
Vice President & General Manager, Americas ServicesPoly Jan 2012 - Sep 2020Santa Cruz, California, UsLeads vision, strategy, and execution for all facets of the Services P&L and customer-facing activities in the Americas region, with authority over 300 employees across the Customer Success, Technical Support Services, Professional Services, Managed Services, and Cloud Services lines of business.➣ Continually advances towards revenue goals by providing sales support on major deals; Approves statements of work and client contracts; Contributed to the acquisition of +$30MM in maintenance renewal revenue with State, Federal, and Fortune 1000 companies; Contributions highlighted with President’s Club Award.➣ Champions ‘customer first’ business improvements in global operating processes and procedures; Negotiates solutions with Product Management and Engineering; Negotiates operating agreements with strategic partners.➣ Effectively leads the Professional Services line of business after the Sentri acquisition, including Project Management teams and processes, certified Solution Consultants, remotely located field support teams, and site-specific resident technicians. ➣ Effectively led the Global Cloud and Managed Service line of business after the HP Halo acquisition, transforming the Video as a Service platform by directing the selection of vendors, global network carriers, global datacenter strategy, communications technologies, and the support of 24/7 operations based in US and India for business continuity. Maintained account uptime in excess of 99.9%.➣ Special projects included the change in warranty terms and deliverables; Recommendations on global organization design; Recommendations for new service offers, level of effort analysis, and MSRP pricing; Product roadmap supportability features; Relocation of the Managed Services Center of Excellence, coordinating new facilities, decommissioning of the select facilities, and the transition of employees. -
Director Of ServicesPolycom 2009 - 2012San Jose, California, UsSupervised the Strategic Elite Services, Client Service and Success Managers and Level 3 Technical Specialist teams, meeting the needs of clients and surpassing expectations. ➣ Promoted the business case to expand from traditional technical support into value add professional services, creating a new line of business for Polycom Global Services➣ Addressed and resolved service challenges in Central America and Latin America by partnering with Sales and retaining in-country managers with resources in Mexico City and Sao Paulo Brazil.➣ Positioned the organization to tackle the challenges of Professional Services clients through a mandatory certification requirement that resulted in Cisco CCNA, Cisco CCIE, Project Management Professional, VMware, Wireshark, security, and multiple Microsoft qualifications, serving as the foundation for a line of business generating $30M in annual revenue.➣ Services lead negotiating OEM supply and services agreements with various vendors, including Qumu Communications live and on demand streaming solutions and Edgewater Networks (now Ribbon Communications) SIP Session Border Controllers.➣ Gained experience in M&A work, contributing to the acquisition and integration of the Accordant streaming media solution as well as the Sentri Microsoft professional services, while participating in the divestiture of Spectralink phones. -
Director Of Escalations And New Product IntroductionsPolycom 2002 - 2009San Jose, California, UsServed an early and influential role in the development of the product plan of record, traveling worldwide to Product Management and Engineering facilities to facilitate and engage in road map and future product development discussions, negotiate update versus upgrade functionality, and advocating Design for Serviceability features.➣ Defined, Implemented and Validated the product licensing strategy across all product portfolios with a standardized software version numbering schema; Updated maintenance offers and developed specifications to automate the license distribution by asset entitlement levels; Secured pre-release products and developed technical training plans for global service readiness prior to general availability of new hardware and software products.➣ Encouraged Design for Serviceability principles to lower repair times and minimize impact to client operations; led efforts to include a Return to Default button and a basic mode in flagship products.➣ Innovated a highly profitable global product strategy involving the use of Dell servers instead of OEM suppliers.➣ Assembled the Asia Level 3 and VOIP Level 3 technical support teams, hiring professionals in Beijing, Singapore, Sydney, and Tokyo; additionally, expanded the NPI team into Israel, China, and India.➣ Served as the Services Lead guiding the integration of DSTMedia, a manufacturer in China, as well as in OEM contract negotiations with Avaya, Cisco, Lucent, and Nortel.
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Engineering ManagerV-Span 2000 - 2002UsManaged, designed, and deployed services and service delivery network in US, EMEA, and Canada. Responsibilities included Audio and Video Conferencing service delivery infrastructure & network connectivity. PBX, H.323 and H.320 Infrastructure, ISDN networks, LAN/WAN architecture over MPLS and DIA/TLS & Colo Facilities. R&D for next generation solutions and product development for enhanced services. Product evaluation and systems testing, change management, and procurement. -
Telecommunications Engineering Manager1 800 Video On Llc 1995 - 2000Hired as one of 14 initial employees at this startup conferencing service provider, contributing to the navigation of the business to encompass over 150 employees sustaining $34M in annual revenue. Maintained accountability for all global data centers, networks, and Voice/Video teleconferencing equipment.➣ Led the design and deployment of a next-generation conferencing network solution supported by data centers in Colorado and Scotland UK, driving $2.8M in monthly revenue.➣ Negotiated the key terms and conditions of vendor agreements with Colocation Facility Providers, network carriers.➣ Responsible for the day to day management and operation of all global ATM, DS1/DS3, OC3/OC12 networks with AT&T, BT, MCI, Sprint, Level3 and USWest (now Centurylink). -
Sqa Tester And It TechnicianMammoth Micro 1994 - 1995Validated the operational performance of software applications on PC and MAC platforms. Maintained all Computers, Operating Systems and compatibility lab equipment to certify software applications before general availability. Learned how to edit and compile videos for real time content delivery. Titles released include The Pagemaster Game, Izzy's Adventures of the 1996 Olympics, as well as, select "Editors Choice" topics for Newsweek and The Washington Post.
Scott Eshelman Skills
Scott Eshelman Education Details
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Pennwest CaliforniaElectrical And Electronics Engineering
Frequently Asked Questions about Scott Eshelman
What company does Scott Eshelman work for?
Scott Eshelman works for Zoom
What is Scott Eshelman's role at the current company?
Scott Eshelman's current role is Head of Billing and Technical Support.
What is Scott Eshelman's email address?
Scott Eshelman's email address is sc****@****com.com
What is Scott Eshelman's direct phone number?
Scott Eshelman's direct phone number is (781)-270*****
What schools did Scott Eshelman attend?
Scott Eshelman attended Pennwest California.
What skills is Scott Eshelman known for?
Scott Eshelman has skills like Telecommunications, Managed Services, H.323, Telepresence, Video Conferencing, Voip, Unified Communications, Streaming Media, Product Management, Professional Services, Sip, Audio Conferencing.
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