Networking and communications specialist, Riedel Communications, recently appointed Craig Thompson as executive director of its new customer success department, while Richard Kraemer and Josh Yagjian have joined the company to bolster its North America sales force.
Thompson’s new role will see him oversee operations for the department, which was created to deliver a seamless experience for customers — from demo and system design to training, delivery, and post-sales support — while simultaneously expanding the company’s services portfolio and associated revenue streams.
“With the creation of our Customer Success Department, we’re realizing our vision of customer-centric operations, while preparing a solid foundation to support a product portfolio of hardware and software products,” said Rik Hoerée, CEO, product division at Riedel Communications. “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 brings more than 20 years of management experience in the media production and broadcasting industries, joining the company from Grass Valley, where he served as vice president of customer success and business transformation. Before it was acquired by Grass Valley, he served as head of global services at Snell Advanced Media (SAM) and served as the global head of commercial sales at both SAM and Quantel.
“It’s an exciting time to be joining Riedel, as the company delivers on its commitment to our customers with the new Customer Success Department,” said Thompson. “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.”
Meanwhile, Kraemer and Yagjian have joined Riedel as regional sales representatives for North America. Toronto-based Kraemer will oversee sales in Canada, while Boston-based Yagjian will help cover accounts in the North-eastern region of the US. Both join Riedel with significant experience and will provide service and knowledge to the company’s expanding customer base in North America. They will report to Rich Zabel, vice president of sales, Americas.
“With the addition of Kraemer and Yagjian, we’re expanding our sales force to respond to the increasing needs and requests of our current customers while providing the expertise and knowledge to accommodate new customers,” said Zabel. “With impressive records of customer satisfaction, exceeding sales targets, and managing world-class accounts, Kraemer and Yagjian are a natural fit to our North American sales team, and we’re thrilled to welcome them to Riedel.”
Kraemer brings more than 20 years of account management experience in the media production and broadcasting industries. He arrives at Riedel from Genesis Integration, where he served as an account manager specializing in government, corporate, and education. Prior to working at Genesis, Kraemer spent several years at Canon and Hitachi as an account manager, getting his initial start at JVC. Kraemer also gained technical experience at Panasonic as a product manager.
Yagjian has more than 15 years of account management experience, with the majority of it focused on selling video equipment for broadcast production. He comes to Riedel from Canon U.S.A., where he served as an account manager for the company’s broadcast customers, covering the entire Eastern Seaboard, with an emphasis on production truck companies, television networks, and colleges.
“It’s an exciting time to be joining Riedel, as the company accelerates its growth in the North American market,” said Kraemer. “I look forward to serving our Canadian customers and providing them with the support they need to advance their businesses."
Yagjian added: “Riedel has demonstrated a strong commitment to the North American market, and I look forward to playing my part by ensuring our new and existing customers have the highest levels of account support possible.”
You can read Headliner's interview with Riedel founder and CEO Thomas Riedel here, in which he opens up on the company's continued growth, its entry into new fields and the trends shaping the pro audio industry.