How has your career developed from post-university until now?
After working for two years in customer service for a telecom company back in Sweden, I decided to do my gap year (or rather, my third year) in London thinking it would be a fun way to improve my English and explore before going to university. Now, five years later, my gap year has turned into my “gap life” because I ended up building my life and career here instead.
I started my first job in London as a sales assistant at a furniture store, and ended up moving to Surrey, just outside of London to manage a store there. I quickly realized that I didn't want to live in Surrey or work in retail, so I jumped on a train back to London and into a customer success role after a quick stop in customer service.
Would you have changed anything in your career so far?
I would have gotten a degree in fine arts! Actually, I probably wouldn't have, but since I won't get a do-over... and you can't hold me to it... that's what I'd do.
You’ve been at JRNI for nearly two years now. How have you grown in your role thus far?
Customer success was still a fairly new concept when I joined JRNI. Since then, both the role and the company have evolved rapidly. We're bringing several new and exciting things to the market, and we’re in a great place as a company – it’s a good time to be a customer success manager (CSM) at JRNI!
Prior to JRNI, I had only worked for larger organizations. JRNI has taught me so much, and I enjoy being part of the “inevitable chaos,” that can arise at scale-ups. I've also gained experience working with companies in retail and financial services, which are two very different industries that are both in the midst of transformation.
What’s one of your biggest accomplishments so far in your career at JRNI?
Winning this year’s Halloween costume contest! My coworker, Hannah, and I dressed up as avatar!
What’s the most rewarding part about helping your customers succeed?
JRNI works with some incredible brands, and it's really cool to see how our software plays a part in helping their companies succeed.
As a CSM, I get to work with customers through their entire lifecycle with us – from their initial onboarding until they renew with us. The most rewarding part of my role is when I get to see how our platform really makes a difference in their business.
It's incredible to see the results customers get from their investment with us, whether it's increased revenue, basket size, or lifetime value.
Tell us a little about JRNI’s culture. What’s your favorite part about it?
JRNI is incredibly inclusive. It's a company and culture that truly believes in diversity and that people will perform their best when they are allowed to be who they are. JRNI has created a very supportive environment, and the company cares about its people both as individuals and professionals.
What’s your favorite thing about your coworkers/team?
I love that people here are professional and committed to their work, while also playing ping-pong so passionately that you might get hurt walking past a game in the corridor! It's a perfect mix of “Let's sort this issue out for the client,” and “Let's have a beer and talk about whether trains can drive in reverse.” (They can.)
Let’s jump off-track to a few non-work related questions. Do you have any secret talents?
Oh, do I! I can sing like a chipmunk, and also with my mouth closed, as well as open beer bottles with my teeth. I’ll say that it takes a bit of liquid courage for these secret talents to truly blossom.
What’s a typical Sunday like for you?
I'd like to say something more inspirational, but the truth is that I rarely leave the house on Sundays. It's the perfect day for life admin and binge watching something!
If you won the lottery, what’s the first thing you would buy?
The very first thing would probably be a bottle of champagne to celebrate, closely followed by a plane ticket to everywhere! 🥂✈️