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Eben Marks

Helping businesses and their customers succeed together
Berlin
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ebenmarks@gmail.com
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+49 (0) 176 5796 2812
I use empathetic communication, creative education and cross-team collaboration to make sure customers get the most value out of their B2B SaaS products.
E
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Work Experience

SmileBack

Customer Success Manager
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Oct, 2017 - Current

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
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Sep, 2016 - Sep, 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
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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.

  • 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
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Oct, 2012 - Dec, 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
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Jul, 2011 - Oct, 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
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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.

Skills

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