ROBERTO THILLET
Raleigh,NC
Summary
Senior Management Professional skilled in strategic leadership and operational excellence. Expertise in Project Management and Process Optimization, driving organizational success through effective decision-making and communication. Proficient in navigating complex challenges and fostering accountability, building high-performing teams adaptable to evolving business needs.
Overview
15
15
years of professional experience
8
8
Certification
Work History
Senior Manager, CRM & AI/ERP Integrations
Xometry & Thomasnet
04.2022 - Current
- Enhanced global Salesforce ecosystem, supporting operations across Americas, EMEA, and APAC.
- Directed Agile squads to deliver enterprise CRM functionality effectively across regions.
- Architected CI/CD pipelines and automated tests for streamlined Salesforce release management.
- Developed unified Salesforce-ERP architecture, managing over $450M in annual orders.
- Implemented ITAR-compliant workflows, ensuring secure cross-region operations.
- Integrated AI-driven automation to optimize core marketplace processes and efficiency.
CRM & Integrations Architect
Tech Gyro LLC
09.2020 - 04.2022
- Improved operational efficiency by developing customized software solutions for clients, enabling rapid expansion into emerging markets. for a leading medical devices company.
- Enhanced solution delivery through collaboration with cross-functional technical teams, enabling 99.99% on-time delivery
- Designed enterprise-grade integrations using Apex, LWC, Visualforce, and. Heroku, allowing for real-time inventory. verification of inventory for field engineers.
- Architected near-real-time API ETL frameworks for seamless data flow.
- Implemented sentiment analysis within Salesforce, utilizing Amazon Comprehend technology.
- Facilitated communication across departments by leading cross-functional CRM project teams.
Senior Director, Product Services
Protochips Inc.
02.2014 - 09.2020
- Led global service and sales operations across 24+ countries, powered by Salesforce platform architecture.
- Increased installation success rate from 33% to 80% using Salesforce analytics & Six Sigma.
- Built global Experience Cloud-based SaaS service model; drove 340% growth in service revenue.
- Streamlined operational processes, enhancing product delivery timelines and customer satisfaction.
- Directed organizational change efforts, aligning resources with business objectives for improved performance.
Customer Service Manager & Salesforce Technical Lead
BD Parata
08.2010 - 02.2014
- Directed CRM migration from Siebel to Salesforce Service Cloud and integrated CTI/Five9.
- Scaled operations to absorb 54% growth with no added headcount via Salesforce automation.
Education
MBA -
Salve Regina University
Newport, RIBA - Business
Saint Leo University
AS - Industrial Management
Florida College
Jacksonville, Florida2004
Skills
- Salesforce Architecture
- Multi-Cloud Ownership
- Apex, LWC, Visualforce
- Agile & DevOps Leadership
- Integration Architecture (Mulesoft, AWS, ERP)
- Data Governance & Quality
- Distributed Team Management
- CI/CD (SF Deploy, Git)
- AI/Automation in CRM
- Strategic planning
- Cross-functional collaboration
- Operations management
Certification
- Salesforce Sharing & Visibility Architect
- Salesforce Admin
- Advanced Admin
- Sales Cloud
- Service Cloud
- Experience Cloud Consultant
- Business Analyst
- Six Sigma Green Belt
LANGUAGES
Spanish — Native/Expert
Timeline
Senior Manager, CRM & AI/ERP Integrations
Xometry & Thomasnet
04.2022 - Current
CRM & Integrations Architect
Tech Gyro LLC
09.2020 - 04.2022
Senior Director, Product Services
Protochips Inc.
02.2014 - 09.2020
Customer Service Manager & Salesforce Technical Lead
BD Parata
08.2010 - 02.2014
BA - Business
Saint Leo University
MBA -
Salve Regina University
AS - Industrial Management
Florida College