Riedel hires Craig Thompson to head up customer success department

Riedel hires Craig Thompson to head up customer success department
Riedel Communications has appointed Craig Thompson as executive director of its new customer success department.

In his new role, Thompson will oversee operations for the department, from the initial demo and system design to training, delivery, and post-sales support. He is also tasked with expanding the company's services portfolio and associated revenue streams.

Rik Hoerée, CEO product division at Riedel Communications, said: "With the creation of our customer success department, we're realising our vision of customer-centric operations, while preparing a solid foundation to support a product portfolio of hardware and software products.

"With an impressive record of improving customer satisfaction, exceeding sales targets, and managing world-class services teams, Craig is a natural fit to lead our customer success team, and we're thrilled to welcome him to Riedel."

Thompson has more than 20 years of management experience in the media production and broadcasting industries. He comes to Riedel from Grass Valley, where he served as vice president of customer success and business transformation. Before it was acquired by Grass Valley, he held the position of head of global services at Snell Advanced Media (SAM) and served as the global head of commercial sales at both SAM and Quantel.

Previously, Thompson was with Ericsson Television (formerly Tandberg Television) for nearly 18 years. He joined the company in 1997, relocating to Sydney to head up its Australasia services department. He ended his tenure with the company as director of operations and services, EMEA. In this role, he was responsible for the delivery, support, and sales growth for the company's media and software service solutions within the region.

Thompson said: "Riedel already offers a robust line-up of services — whether it's consulting, technical support, or training courses — and I'm looking forward to expanding our portfolio even further to ensure a seamless customer experience."

Thompson is based in Southampton, England, and reports directly to Rik Hoerée.