Geoffrey Sharbrough
Charleston,SC
Summary
A seasoned professional with over 16 years of customer service and sales experience in the Non-Profit Software industry. Proven ability to demonstrate complex business processes and data flows across multiple applications in the non-profit sector. Used experience with a variety of software systems and applications in creating a compelling sales story for prospective clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Sales Enablement Engineer
Omatic Software
01.2019 - Current
- Support Enterprise Sales team in sales efforts regarding discovery, solution feasibility for client needs, product functionality questions, and product demonstrations to prospects
- Developed custom demo solutions based on client's needs
- Help create content and value for positioning Omatic's solutions used by Sales team
- Work with Product Management to provide feedback from client calls for inclusion into the product roadmap
- UI QA Test new connectors functionality to ensure it is demo ready and if not work with Products on any needed development
- Maintained Azure demo environment for SE team (4 VM's) keeping applications up to date and troubleshooting issues that arise
- Built out demo scenario's in multiple CRM environments; BBCRM, RE NXT, SF NPSP, SF EDA, Altru, FE
- Develop and deliver content presented at various industry conferences as well as webinars
- Lead SE for Enterprise Systems such as Salesforce and BBCRM, Financial Solutions
- Supporting SE for all RE7 based product sales.
Sales Enablement Engineer
Omatic Software
01.2019 - 01.2020
- Support Sales team in sales cycle with Omatic's core products with The Raiser's Edge 7
- Helped to train new sales-hires on Omatic Products and their value to prospects
- Answer product functionality questions and general requirements gathering for custom client development if outside of native functionality
- Lead SE for all product demonstrations
- Assist with webinars and other Sales related content creation for product demos.
Technical Account Manager, Lead
Blackbaud
01.2017 - 01.2018
- In addition to job duties of TAM, act as a senior resource for other Technical Account managers on the team
- Work with other senior TAMs and Management to identify areas of improvement around team processes or policies.
Senior Technical Account Manager
Blackbaud
01.2013 - 01.2016
- TAM for Enterprise level CRM clients in the Non-profit market
- Provide Managerial oversight on client's support cases, as well as advocating on behalf of the client internally, developing business cases as needed for triage of bugs
- Provide proactive information regarding product changes or issues that impact a client's business processes
- Manage client escalations, including across departments as needed
- Provide Help Desk Training, assist with the development of client's Help Desk and provide Help Desk best practices.
Support Relationship Manager, GMBU AP Support Team
Blackbaud
01.2012 - 01.2013
- Act as main point of contact for 50+ clients with multiple Blackbaud Products, including The Education Edge, The Raiser's Edge, The Financial Edge, Blackbaud NetCommunity, and Sphere
- Manage all client escalations to ensure resolution
- Hold regular Wellness calls with primary contacts to review support cases, upcoming important events and campaigns at the organization
- Work with departments across the company to ensure that clients are satisfied with their current solutions
- Identify their needs for future solutions based off of intimate knowledge of client business practices.
Technical Account Manager
Blackbaud
01.2011 - 01.2012
- Managed 11 clients in the healthcare sector with multiple Blackbaud Products
- Product Lead Backup, The Financial Edge & The Raisers Edge
- Assist Senior Product Leads to triage issue and assign severity
- Work with Product Development to determine patch and release schedules based on product need
- Review issues to validate product functionality
- Assist in mentoring analysts as point of expert product knowledge.
Support Specialist, The Financial Edge & The Raiser's Edge
Blackbaud
01.2008 - 01.2012
- Provide professional and expert product support for The Financial Edge and The Raiser's Edge software daily to various levels of customer knowledge
- Identify a client's issue through extensive troubleshooting to deliver a quality solution
- Work with multiple internal software packages as well as Microsoft products to accomplish daily tasks to assist clients in an efficient manner
- Test product functionality regularly to identify any deviations from normal product function in client's databases and any potential workarounds.
Skills
- Excellent Communication
- Extensive technical customer service experience
- Deep Industry knowledge of Enterprise level Non-profit sector and commonly used applications (16 years)
- Attention to Detail
- Relationship building
- Objection handling
- Product knowledge
- Creative thinking
- Industry knowledge
- Technical aptitude
- CRM expertise
Accomplishments
Eagle Scout
Swiss Army Knife Award, 2021 (Omatic)
Circle of Excellence Award Q4 of 2015, and Q1 of 2016 (Blackbaud)
Triple Crown award in 2010 (Blackbaud)
Highest Quality Award: Oct., and Dec. of 2009; Feb., May, and Aug., of 2010 (Blackbaud)
Education
Bachelors of Business Administration, Marketing, Kennesaw State University, 2005, Coles College of Business Dean's List Graduate
Certification
Salesforce Certified Administrator (SCA)-Sept 2023
CRM application experience
- The Raiser's Edge NXT/RE7
- The Financial Edge NXT/FE7
- Blackbaud CRM
- Salesforce NPSP & EDA & NPC (Certified SF Admin)
- Altru
Application experience
- Anthology/Encompass
- Constant Contact
- Emma
- Engaging Networks
- Every Action
- Hubspot
- Luminate Online
- Mailchimp
- Salesforce Marketing Cloud Engagement
- WealthEngine
- Classy
- Donor Drive
- Double the Donation
- Give Campus
- Stripe
- Volunteer Hub
- Mobile Commons
- Swoogo
- MS Office Suite
- Omatic Product Suite
Timeline
Senior Sales Enablement Engineer
Omatic Software
01.2019 - Current
Sales Enablement Engineer
Omatic Software
01.2019 - 01.2020
Technical Account Manager, Lead
Blackbaud
01.2017 - 01.2018
Senior Technical Account Manager
Blackbaud
01.2013 - 01.2016
Support Relationship Manager, GMBU AP Support Team
Blackbaud
01.2012 - 01.2013
Technical Account Manager
Blackbaud
01.2011 - 01.2012
Support Specialist, The Financial Edge & The Raiser's Edge
Blackbaud
01.2008 - 01.2012
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