Eben Marks

I help our customers get more value out of SmileBack so that they can improve their businesses.

• Managing incoming customer support including delegating or escalating as needed. Consistently high CSAT scores.
• Working closely with the sales team to support successful conversions of trial customers. I developed our first automated onboarding campaign and provide one-to-one help with implementing SmileBack.
• Improving customers' understanding of SmileBack through tutorial videos, webinars, email campaigns and our help center. Despite strong customer growth our volume of new support tickets has stayed flat.
• Driving adoption of high-value features.
• Cooperating with partners to understand how our users can combine SmileBack with their helpdesk software, reporting tools and automation providers.
• Understanding users' requests and determining if these can be met with existing features or if they should added to the product roadmap.

I acted as the users' champion inside the organisation and handled front line customer support.

• Reduced incoming support requests by 25% by revamping and expanding FAQs list into a comprehensive help centre.
• Analysed feedback to map pain points in our customer journey.
• Edited the user newsletter and outperformed industry average open rates by 100% and click rates by 150%.
• Created and tested new pre-written communications to improve results when demanding fees from image users.

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

• Turned information on complex issues into memorable press releases and quotes.
• Ghost wrote articles and blog posts for the Chief Executive and senior staff.
• Worked closely with partners like other departments, service users and polling companies.

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

• Responded to issues in the news.
• Managed the media team Twitter account.

PR and public affairs.

• Took part in pitching stories and interviews on behalf of clients.
• Researched and wrote policy briefings for clients so that they had up-to-date information on issues relevant to their area of work.

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.