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Eben Marks

User-centred SaaS Product Owner and humanities enthusiast
Berlin
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linkedin.com/in/eben1
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ebenmarks@gmail.com
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+49 (0) 176 5796 2812
Experienced Product Owner with skills in user feedback, backlog prioritization, agile development, and experience in working across domains and with artists.
E
M

Work Experience

ConnectWise

Product Owner
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Dec 2021 - Current

Part of the acqui-hired SmileBack team. Started out in customer success and then moved into Product Owner role.

  • Developing product roadmap to deliver organizational priorities.
  • Gathering user-insights through one-to-one interviews, online communities and public roadmap (using Canny).
  • Writing and refining user stories and acceptance criteria (using Jira and Confluence)
  • Leading agile ceremonies (backlog grooming, sprint planning, retros) throughout the development process from ideation to release.
  • Managing internal stakeholders and reporting on progress (using Jira Dashboard).

SmileBack

Customer Lead
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Oct 2017 - Dec 2021

Led SmileBack's efforts to make our customers as successful as possible when using our services.

  • Leading on gathering customer insights and feeding them into the Product team, including writing product requirements and user stories.
  • Managing customer support and accountable for performance as measured by our Net CSAT Score.
  • Providing in-depth consultation to customers through individual calls, and presenting to larger audiences in webinars.

Pixsy

Customer Experience Specialist
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Sep 2016 - Sep 2017

Acted as photographers' champion inside the organisation and handled front line customer support.

  • Mapped pain points in the customer onboarding journey to target with improvements.
  • Reduced incoming support requests by 25% by revamping and expanding FAQs list into a comprehensive help center.
  • Created and tested new pre-written communications to improve results when demanding fees from image users.

Action for Children

Media Officer
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Dec 2013 - Dec 2015

Responsible for generating media coverage of the organisation's largest work area and largest single fundraising event.

Barnardo's

Junior Media Officer
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Oct 2012 - Dec 2013

Developed stories on a range of issues, including writing releases and approaching journalists.

Champollion

Graduate Consultant
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Jul 2011 - Oct 2012

Providing PR and public affairs services to a range of foundations, educational institutions and other non-profits.

Education

University of Leicester

BA Contemporary History
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Oct 2006 - Jul 2009
  • Won award for best dissertation in International Relations.
  • President of Amnesty International society.
  • Wrote for the student paper and co-hosted a show on student radio.

University of the Arts London

Online Short Course - Service Design
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Feb 2018 - Mar 2018

6-part weekly course online in the foundations of service design.

University of the Arts London

Short Course, Digital Photography
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May 2014 - May 2014

8-part biweekly evening course on campus and the surrounding streets of London to improve my photography skills.