He’s devoted to helping our customers have exceptional experiences, and he’s on the hunt for the best pulled pork sandwich in Cuba – meet Prash Ranjan, customer experience solutions lead.
Over the past nearly three years at JRNI, he has worked with various customers in financial services, retail, and government agencies in the Asia-Pacific region. In fact, Prash has been part of the team that has helped JRNI achieve record growth in APAC over the past year.
We spoke with Prash to learn more about his career experience, why he enjoys working with customers, his interests outside of work, and more!
Q: You have a double bachelor’s degree in software engineering and commerce. Tell us a little about your previous positions and how you ended up at JRNI.
A: As is the case with most of us during high school, I was pretty unsure where I wanted to take my career, so I pursued a dual degree at university in order to keep my options open. At university, I worked at IBM in its servers and mainframes division, and after university, I worked at KPMG in technology management consulting. Working in consulting allowed me to explore various industries and workflows while giving me insights into the workplace.
After a few years, I felt it was the right time to transition from the corporate world to the startup sphere, especially because of Sydney’s technology boom. I took a digital account manager role at a web agency called Squiz before moving onto a technical account manager role at a direct carrier billing company called Mobile Embrace. While scrolling through LinkedIn one morning, I came across JRNI, which was BookingBug at the time, and it seemed like an interesting concept. After a few conversations with the senior leadership team at JRNI, I joined the team. It was the best decision.
Q: So far at JRNI, you’ve been in two different roles: customer success manager and now customer experience solutions lead. How did you transition from one role to the other?
A: One of the great things about JRNI is the positive value that it places on your professional development, which makes it extremely easy to forge your own career path. Being a customer success manager allowed me to understand the opportunities that face our customers each day and how JRNI can help them deliver exceptional experiences. One of the best parts of the role – aside from working with our customers, of course – is learning the ins and outs of the JRNI platform and using this knowledge to help our clients become successful with our technology.
Continuing to deliver strategic value to our customers, I transitioned into my current role as customer experience solutions lead, where I work with the business development teams on new opportunities for customers. My managers made this transition seamless for me, and I’m looking forward to progressing my career with JRNI.
Q: What is your favorite part about working with your customers?
A: The highlight is working with our customers to customize JRNI to best fit their business needs. For example, visiting one of our customers and understanding the process behind scheduling car-seat fitting appointments – taking into account all of the various options for baby car seats – was very eye-opening for me.
It’s also extremely rewarding to see our technology positively impact our customers – I recently visited one of our banking customers, and the staff described the JRNI platform as a “godsend.”
Q: What is your favorite part about the Sydney office?
A: The people. We’re a close-knit team in Sydney, and we’re all involved in every decision that’s made for the Asia-Pacific (APAC) region. We’re a hard-working group, but know when it’s time to unwind and relax, so we can refocus our efforts accordingly.
Being in the heart of Sydney’s technology community also has its perks: fun and interesting events, tech talks, and free breakfasts and beers on tap, just to name a few of the benefits.
Q: It must be exciting to grow our office in Sydney. How do you see JRNI continuing to expand in the APAC region?
A: I see the APAC region becoming an increasingly strategic focus for JRNI as local retailers, financial institutions, and government agencies further understand the value of omnichannel conversion and how JRNI can help them achieve their customer experience goals. Many of the global banks are looking to Australia as the benchmark for customer experience in the finance sector, and we’re excited to partner with them.
Q: Let’s dive into life outside of work. What’s one thing that not many people know about you?
A: I used to work as a professional wedding photographer on the weekends. I’ve always been interested in photography from childhood, which manifested into me acquiring lots of photography gear when I landed my first paying job. I quickly realized that I needed an excuse to buy more gear, so I entered the world of professional photography. I eventually had to give it up as it took up all of my weekends, so now I just stick to travel photography.
Q:If you could visit anywhere in the world, where would you go?
A: Cuba. I’ve always been fascinated by a country that seems to be frozen in time, and having visited Little Havana in Miami, Florida, I can’t wait to experience what Cuba actually has to offer. The allure of smooth Cuban jazz music and delicious pulled pork sandwiches are extremely tempting.
Q: One last important question: are you a dog or a cat person?
A: Definitely a dog person! 🐶
Interested in working alongside Prash and the rest of the JRNI team? Check out our current open roles and #jointheJRNI!