Vilen Gabrielyan
About Vilen Gabrielyan
Vilen Gabrielyan is a Customer Success Manager at Raydiant, specializing in Mid Market and Enterprise accounts. With a background in operations and customer success across various hospitality and tech companies, he has significantly improved customer activation and retention metrics.
Current Role at Raydiant
Vilen Gabrielyan serves as the Customer Success Manager for Mid Market & Enterprise at Raydiant, an Experience Platform. He has been in this role since 2022, contributing to the company's customer engagement strategies. Gabrielyan has initiated a customer activation campaign that addressed key reasons for customer inactivation, resulting in a 20% increase in customer activation. He also built a user churn dashboard that identified leading churn causes and user sentiment, leading to a 12% increase in monthly retention rates.
Previous Experience in Hospitality
Prior to his current position, Gabrielyan held several roles in the hospitality industry. He worked as the Director of Operations at Park Central Hotel San Francisco from 2018 to 2019. Following that, he served as the Director of Rooms at Virgin Hotels from 2019 to 2020. He also gained experience as the Assistant Front Office Manager at Serrano Hotel, a Kimpton Hotel, from 2012 to 2013. These roles provided him with extensive operational and customer service experience.
Experience at OXO
Gabrielyan worked at OXO as part of the Customer Success, Operations, and Market Launch teams from 2020 to 2022. His responsibilities included enhancing customer satisfaction and operational efficiency. This experience contributed to his expertise in customer success management and operational strategies.
Educational Background
Gabrielyan studied at the University of San Francisco, where he earned a Bachelor of Business Administration (B.B.A.) in Marketing from 2002 to 2005. He furthered his education at San Francisco State University, Lam Family College of Business, achieving a Bachelor of Arts in Marketing from 2006 to 2009. His academic background provided a solid foundation for his career in customer success and operations.
Achievements in Customer Success
At Raydiant, Gabrielyan significantly increased online reviews by 400% through outreach and relationship management, improving ratings on platforms such as Google, G2, and Capterra. He collaborated with the finance team to create best practices for addressing customer non-payment, achieving the highest accounts receivable collection to date. Additionally, he worked with product, engineering, and design teams to develop user-centric features across various product verticals.