Eben Marks

Helping businesses and their customers succeed together

Berlin

I use empathetic communication, creative education and cross-team collaboration to make sure customers get the most value out of their B2B SaaS products.

Work Experience

  • SmileBack

    Customer Success Manager|Oct, 2017Current

    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.
  • Pixsy

    Customer Experience Specialist|Sep, 2016Sep, 2017

    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.
  • Action for Children

    Media Officer|Dec, 2013Dec, 2015

    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.
  • Barnardo's

    Junior Media Officer|Oct, 2012Dec, 2013

    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.
  • Champollion

    Graduate Consultant|Jul, 2011Oct, 2012

    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.

Education

  • University of Leicester

    BA Contemporary History|Oct, 2006Jul, 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.

Skills

    • Excellent writing, speaking and listening
    • Collaboration
    • Creating educational content
    • Providing demonstrations, training and advice
    • Account managing SaaS subscriptions