Riley Gilson

Riley Gilson

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Vice President Operations
Hilliard, Ohio, United States

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Résumé

Jobs verified_user 0% verified
  • AssetWatch
    Vice President Operations
    AssetWatch
    Jan 2023 - Current (3 years 10 months)
    Built the operational backbone that took AssetWatch from $12.5M to $50M+ ARR.

    Owned a $13M operating budget across CS, Implementation, Delivery, and Support. Designed and built a dedicated Implementation function that permanently resolved signature-to-revenue bottlenecks, maintaining sub-45 day installs. Automated support workflows to increase capacity 60% without adding headcount. Expanded operations into Canada. Implemented Field Service Lightning to improve scheduling and field utilization by 20%. Unified Sales, Product, Finance, and Operations around a shared delivery model.
  • AssetWatch
    Director, Customer Success
    AssetWatch
    Jun 2020 - Jan 2023 (2 years 8 months)
    Took AssetWatch from $500K to $12.5M ARR while keeping churn under 2%.

    Managed the onboarding of 300+ new facilities, building the repeatable installation and activation model that became the operational standard. Achieved an NPS of 70, nearly double the industry average. Navigated COVID supply chain disruption without losing growth momentum or margin. Built the CS team structure, playbooks, and tooling that scaled with the company through hypergrowth.
  • AssetWatch
    Customer Success Manager
    AssetWatch
    Aug 2019 - Jun 2020 (11 months)
    Managed key accounts with zero churn, growing revenue from $200K to $500K. Built AssetWatch's Salesforce work-order system from scratch — still in use 4+ years later. Established the foundational SOPs and service delivery processes that future CSM roles were built on.
  • Credit FairE
    Co-Founder (Startup)
    Credit FairE
    May 2016 - Aug 2019 (3 years 4 months)
    Co-founded a fintech startup challenging predatory payday lending with a fairer short-term financing model.

    As CRO in a lean founding team, I owned revenue strategy, customer acquisition, and operational infrastructure from day one. Built acquisition funnels, SEO, and conversion flows from zero. Contributed to underwriting and risk logic. Designed early customer workflows and automations. Led investor conversations and shaped product direction.

    Building something from nothing taught me more about systems, ownership, and execution than anything else I've done.
  • Huntington National Bank
    Relationship Sales Specialist
    Huntington National Bank
    May 2016 - May 2017 (1 year 1 month)
    - Demonstrated a high degree of sales acumen and flexibility when executing sales on various customer profiles and lead types.
    - Demonstrated active listening by understanding client needs and advising appropriate products.
    - Collaborated with several different departments to ensure timely and accurate completion of loan processing.
    - Demonstrate effective organizational methods when managing a large volume of accounts.
  • Kemba Financial Credit Union
    New Business Development
    Kemba Financial Credit Union
    Mar 2014 - Dec 2015 (1 year 10 months)
    - Effectively establish, develop and manage multiple business and lead source relationships.
    - Actively cross-sells Credit Union services to current members while simultaneously acquiring new members.
    - Automated enough incoming business through partnerships to exceed monthly objectives.
    - Maintains an up-to-date status of all sales support and processing activity with routine reporting to management.
    - Performs all duties in a manner that is 100% compliant with KEMBA policy, procedures and federal regulations.
    - Coached all incoming sales staff into high performers. Office achieved internal awards throughout the year.
  • Huntington National Bank
    Universal Banker
    Huntington National Bank
    Feb 2013 - Mar 2014 (1 year 2 months)
    - Coordinate both the Personal Banker and Service Representative functions in the delivery of efficient, accurate and professional service.
    - Generate and maintain profitable customer relationships while satisfying and exceeding customer financial needs and expectations.
    - Adherence to all operational, regulatory and security requirements, directives and procedures while minimizing losses.
  • S
    Co-Founder
    Simmons Design Co
    Jan 2012 - Dec 2014 (3 years)
    - Developing custom web solutions based on client needs.
    - Educating clients on the value of social media and creating solutions to grow brand presence.
    - Providing data based analytics with solutions to ensure maximum success.
    - SEO solutions to help clients to gain traffic over the web.
  • US Bank
    Universal Banker
    US Bank
    Jan 2012 - Feb 2013 (1 year 2 months)
    - Coordinate both the Personal Banker and Service Representative functions in the delivery of efficient, accurate and professional service.
    - Generate and maintain profitable customer relationships while satisfying and exceeding customer financial needs and expectations.
    - Adherence to all operational, regulatory and security requirements, directives and procedures while minimizing losses.
  • C
    Teller
    Cooper State Bank now First Merchants
    Jan 2011 - Dec 2011 (1 year)
    - Responsible for the accurate and efficient completion of financial transactions
    - Provide customers with a positive banking experience through superior customer service
    - Participate in maintaining a positive working environment through professional and courteous interactions with customers and Cooper State team members
Education verified_user 0% verified
  • O
    Ohio State University-Mansfield Campus
    Ohio State UniversityMansfield Campus
  • Columbus State Community College
    Columbus State Community College
    Columbus State Community College
Projects (professional or personal) verified_user 0% verified
    This is a community-created genome.