The role will focus on enhancing customer satisfaction, ensuring customer success, capitalizing on opportunities for enhanced revenue generation, ensuring capability development across the team, and managing the operational success of the service organization.
The creation of the CSO role is in part a result of Ross Video’s acquisitions and organic growth in the services space, which includes Spidercam, Ross Production Services, and Rocket Surgery. As such, the role will also focus heavily on the profitable growth of these services.
Gardner comes to Ross from NBC Sports, where his most recent role was Vice President of Engineering. He graduated from the University of Illinois in 2003 with a Bachelor of Arts in Film and Cinema. Gardner has worked in the broadcast industry for close to 20 years in a variety of roles, including with Grass Valley, ESPN, and Golf Channel, among others. Over the course of his career, Eric has worked on major global sporting events, studio operations, and studio set-ups. His years of experience as a live production executive have given him a deep and unique understanding of broadcast customers’ needs.
Gardner is excited to be joining Ross and eager to get started in his new role. “Ross Video’s commitment to customer success is undeniable,” says Gardner. “This is the direct result of the positive culture and clear vision that David and the leadership team have created over the years. The product portfolio and service offerings are vast, and they emphasize innovation that yields impactful results for their global customer base. I am excited to join the Ross Video team and help guide the Services Organization with a focus on continual improvement and excellent customer service.”
Eric will work with the talented Ross Services team, accelerating its transition from traditional services models to a vertical market/solution model, ensuring that each and every customer receives appropriate service tailored specifically to the comprehensive solutions that Ross enables. With Eric on board, the Services team will continue their work on customer satisfaction, both for traditional implementations and the rapidly growing Live Events businesses.
When speaking about Gardner and the CSO role, CEO David Ross noted, “Ross is well known throughout the industry for our outstanding support and satisfaction, and with the creation of this new role, we aim to continue providing the best possible service to our customers. Eric brings a wealth of valuable knowledge and experience to the table that makes him an ideal fit for the Chief Services Officer position, and we couldn’t be happier to have him on board!”
