I met with Mark yesterday via phone:
He called at the time agreed
He spent an hour and 15 minutes with me.
He was not in a hurry
He listened well to my needs
He was clear about what to do and not to do.
He genuinely cares about helping people heal themselves and this is obviously his first passion .
All in all I am not sure you could get a person to do a better job in this role for your company or be a better representative as a client advocate.
I will call him back in 2/3 weeks to follow up and what I am doing, what I can do better and what may need to be changed or not.