Give us an overview of your professional experience.
In the lead up to university, I spent summers working at record labels and places like NME magazine in London. I was a radio DJ and in a band while at university, so I thought the music industry was going to be my future. However, after studying English Literature and Classics at University, I returned to London and somehow fell into the world of technology. When I was 12, my IT teacher ripped up my homework in front of me, so I’ve come far since then!
After working in customer-facing roles in search engine optimization, digital transformation, and content management systems, I made my move to JRNI. I’ve worked across an array of sectors globally including higher education, charity and non-profit, government, utilities, media and publishing, advertising agencies, banking, and retail. In every role, customer experience has been at the very heart of my work, so the move to JRNI was a great next step.
What drew me to JRNI - other than the new challenge of working in another sector of tech - was my intuition! Everyone I interviewed was switched-on and welcoming. They could all easily articulate their genuine love of working at JRNI, indicating that it would be a great place for my continued professional and personal growth. I was even invited to the winter party before I officially started! After accepting an offer from JRNI, I was grateful that I could delay the start date to spend an incredibly formative month in my motherland of India to do my yoga teacher training.
You’ve been at JRNI for 2 years now. How has your role changed? How have you grown?
After a year and a half of working as a Customer Success Manager (CSM), I realized that a key part of the role I loved was being commercially focused. In the Summer of 2019, I transitioned to the sales team so that I could expand into new business as well as continue working with existing accounts. It has been a fantastic next step for me, and I’m grateful that JRNI supported me in this transition.
The knowledge I gained as a CSM has helped me give prospective customers real insight into our core product’s potential. I’ve seen firsthand how my customers rely on JRNI to help them increase revenue and foot traffic, and improve their staff and customer experiences. Therefore, it’s easy for me to share their successes and best practices with prospective and new customers.
What’s the most rewarding part of working at JRNI?
JRNI is a company with no red tape. If there’s a process you think could be improved, your suggestions and constructive feedback will be encouraged and valued.
I have seen this time and time again at JRNI, and have always felt confident to initiate change. This has included:
- Writing articles on key trends in retail for our blog
- Speaking at events
- Running weekly yoga classes
- Leading a petition for a healthier option among all the cookies (in the form of a huge jar of mixed nuts)
- Setting up quarterly sustainable swap events in the office
What’s your favorite part of working with customers?
I thrive on building honest and open relationships with my customers, understanding their needs, and working with my team to figure out the best solution to help them achieve their goals. Establishing and earning trust both internally and externally is key to my role. I truly love being the face of JRNI to my customers, and the face of my customers to JRNI. Organization is critical to my success and to offering my customers a proactive service rather than a reactive one.
At JRNI, we’re engaging with customers for some really exciting and fun experiences that they offer their customers. Filming and starring in our LEGO case study video (below!) for their Mosaic Maker Experience was one of my favorite moments as a CSM. Not only did I have my face made out of tiny LEGO pieces, but it now hangs proudly in our London office which is not something many people can say about their workplace!
What’s your favorite thing about the London office?
The LEGO picture. No, I’m joking! It’s definitely the warm, friendly, and welcoming aura of the team. It’s something we are really proud of, and strive to maintain.
Our open plan kitchen is a space that fosters this kind of environment so we can sit together over breakfast, lunch, or simply a coffee. The huge windows in the London office make it a bright place to work and allow our numerous office plants to bloom!
What makes JRNI different?
The autonomy and responsibilities you are trusted with at JRNI makes it stand out. The support is there if and when needed, but you are also able to operate independently and flourish. JRNI caters to many different employee needs and offers flexibility along the way.
Aside from work, we have a multitude of events in the office to celebrate every occasion. From birthday cakes to pancake day, Halloween parties to Valentine’s day card making, it’s a truly great balance of work hard, play hard.
Do you have any hobbies you’re passionate about?
Yoga and meditation! If I’m not practicing, I’m teaching. It’s incredible what some deep breathing and lengthening of the limbs can do. I also love reading poetry, cooking, and baking.
I’m a huge Scrabble fan (any word game has me hooked) and even take it on vacation with me! My Scrabble set is unique as I lost one letter when I accidentally flung it off a balcony overlooking Lake Ohrid in North Macedonia. I think it was the letter ‘E.’
What’s next for Angie Tiwari?
I’m proud to say that my career trajectory has soared during my time at JRNI. Since JRNI is a place that cultivates and nurtures growth, I’m intrigued to see what the future holds. I have regular check-ins with my manager to set goals so I can focus my energy on how to achieve them.
For now, I’m excited to continue managing some of our world-class luxury brands, from retailers to jewelers and beyond.
Interested in working alongside Angie and the rest of the JRNI team? Check out our current open roles and #jointhejrni!
About the author
The JRNI team is made up of product, customer, and technical experts who are focused on driving personalized experiences - for our customers, and for theirs. The JRNI blog enables us to dive into how retail and financial organizations can use personalized experiences to grow profitability, build stronger customer relationships, and drive customer loyalty.
July 07, 2021
7 minute read