Mark Westbrook

Sr Director of Client Success, Consulting and Verity Pmo @Veritystream By Healthstream

Seattle, WA, US

Lead an organization of consulting and project management experts. Primary responsibility for software implementation and ensuring client success in use of the Verity product suite.* Define and deliver project methodology, addressing process, project standards, and expectations for delivery teams implementing SaaS solutions.* Define client success processes, operations, and escalation procedures. Create methodology for determining customer parameters for inclusion in client success services activities.* Assemble and oversee project and consultant teams in the delivery of large, complex project engagements and consultant teams to attain desired business outcomes throughout delivery, and pinpoint gaps and omissions.* Collaborate with client leaders, consultants, and project managers to build relationships that characterize partnership, cooperation and trust.* Assure overall customer satisfaction with and adoption of Verity products. Determine and attain project success criteria by engaging client leadership.* Lead new business development opportunities and drive growth of existing accounts. Collaborate with Sales team in developing up-selling proposals that successfully guide clients to a business solution.* Analyze business and user needs, document requirements, and create statements of work that outline a strategic plan for delivery of projects.* Work with client leadership on solution adoption and integration into organizational processes based on a clear understanding of client businesses, industries, regulatory environments and markets.* Serve as an escalation point to resolve issues between consultants, implementation, end-user support and other organizational units in a satisfactory manner.* Staff management including recruiting, hiring, performance appraisals, staff ratings, corrective actions, and termination. Accountable for the mentoring and career development of all staff.

University of Washington

Bachelor of Science (BS)