Her job title, Happy Customers Officer, suggests it; Marlie Willems is responsible for happy customers. This not only means that she is the point of contact when customers have a problem, she especially thinks with customers about how we can come to a new way of working together. Together with them she sets up the HR discussion cycle and continues to optimize it. And all with the goal of making employees grow.
It already started...
Marlie has been working for Treams since March 2018. Despite not having had an HR job in the past, the position is a perfect fit for her. "I did have HR subjects in my education and I graduated from a company where they support people from work to work. That's where my interest started. I saw how unhappy people can be if they're not in their place (anymore). And how happy they can be when they do find a place where they can be themselves and use their talents in a good way. That impressed me so much that that part of HR has always stuck with me. Software can contribute enormously to this. I love seeing that software can really help someone. It certainly doesn't take over everything but it can make a lot of things a lot easier and faster, and that means you have more time and attention for the more important things, like having a good conversation."
Project Management
Her interest in project management is an innate trait of Marlie's. "I've always had a tendency to organize things, take things on and make sure everything is right. That all parties involved know what is expected of each other and coordinate that." She can bring that trait to bear perfectly in her role as Happy Customers Officer at Treams. Her duties are very diverse, but the ultimate goal is always happy customers. "There is a very large part of project management in my job. I help people implement the software. I do this from a technical point of view, but certainly also in how to use it. I help customers and their employees in how to use Treams optimally and make sure it is clear to all users how the conversation cycle works. The most important thing here is that the use of Treams is appropriate within the organization and that it matches the wishes of the employees." So one of Marlie's tasks is to train HR teams, managers and employees. Training in how to use the software, but certainly also how to have the right conversations with each other. Is the software live? Then Marlie's work certainly doesn't stop there. "Once the software is in place you always start looking very closely at how to further implement it and actually make it a part of the employees' daily work."
Grow and celebrate successes!
Marlie wrote in mainly on Treams' vision and the hard growth they are experiencing. "You really have the space to pick things up and try things. That way you get better yourself and Treams grows as well. We are super aware of the development we are going through. In addition, the team is a lot of fun. Everyone has their own expertise and somehow we always manage to bring it together in such a way that it works, benefits the customer and makes the software better. We go really fast. What we come up with today could be up tomorrow. It's really cool to see that ideas we come up with together, for example a new feature, turn out well and have a positive effect. Because we are (still) fairly small, this is very visible. For example, if a customer says they are very happy with it or want to use it immediately, that's really cool! We really have a culture where we support each other and want to help each other further. And when we have achieved a goal together or reached a milestone, we celebrate it together. I really learned at Treams to dwell on everything we do well rather than things that don't go well." At Treams, for example, we sometimes go on a day trip or have lunch together, but we also have a quarterly team meeting to look back and especially ahead at what's to come. Something Marlie looks forward to every time. "What did we do? What did we learn from that? And setting concrete goals for the coming period. On a day like that, it's really nice to sit down with the team and take another step forward together."
People and software
So what does such a work week for Marlie look like? That's very diverse. "Of course, I'm a project manager so I have a pretty good schedule of what needs to be done that week. In the morning I often start by checking my mail. Then I make blocks to see what I'm going to do for a client. Sometimes I set up the Treams platform for a client, other times we have a brainstorm on how to set up an internal communication campaign. Other days I give training sessions at a client, I organize a kick-off or together we figure out how to deploy Treams at that specific client. In fact, I am constantly busy translating a customer demand into a solution for the software. That is why I also communicate a lot with the development department. Not only about errors in the software but also to see how we can use the software even more easily." Out of personal interest, Marlie also likes to think along with the Sales and Marketing department, in addition to her own tasks. "How can we together ensure that Treams becomes even bigger and is seen by many more people. We have a beautiful mission that is definitely worth hearing and seeing; to help as many people as possible grow in their profession and as a person so that they enjoy going to work."
Trust
What's important to clients is that they can really depend on Marlie. "The client has to really trust you and know that you will make sure the project runs. In addition, it is hugely important that you know how to advise people and bring them into the new way of working. It is and remains a change for many clients and you have to make sure that this is guided step by step. So really take the customer by the hand. And of course having fun in what you do, that's the most important thing."
After reading this article, do you think: I want that too!
Then take a quick look at our open positions.