1. What is the Marketo Customer Success Organisation? 2. The role of Marketo Professional Services 3. How to leverage Marketo PS for maximum success

1. EMEA Partner Enablement
David Williams
VP, Customer Success, EMEA
dwilliams@marketo.com
Delivering Customer Success Together

2. 1. What is the Marketo Customer Success Organisation?
2. The role of Marketo Professional Services
3. How to leverage Marketo PS for maximum success
Agenda

3. Page 3Marketo Proprietary and Confidential | © Marketo, Inc. 9/13/2016
Professional Services Product SupportEducation Services
Marketo Customer Success
Customer Account
Management

4. Customer Success Goals
• Account retention
• ARR growth
• Referenceable Customers

5. Strategic
Roadmap
Design, Configure,
and Launch
Acquisition &
Engagement Programs
Analytics &
Custom Reporting
Ongoing
Advisory Services
Professional
Services
Quarter 1 Quarter 2 Quarter 3 Quarter 4
Account
Management
Business
Review
Business
Review
Business
Review
Education Services
Customized Ongoing Training & Learning Passports
Beginner to Advanced Curriculums
Foundation
Training
Product
Support
Award Winning Product Support
Proactive monitoring, named support resources, follow the sun coverage hours, and mentoring sessions
Marketing Nation
Community Over 50,000 engaged users in our world-wide community of peers
The Customer’s First Year with Marketo
Certification
Welcome
Call
Enablement
Check-In

6. Leveraging Marketo Professional
Services

7. Product
Adoption
Accelerate
Partner
Enablement
De-risk Complex
or High-Profile
Projects
Advanced
Troubleshooting
The Role of Marketo Professional
Services

8. Partner Services
STATEMENT OF
WORK REVIEW
HYBRID TEAM
DELIVERY
ADVISORY SERVICES
Marketo will review
draft SOWs to advise
on project staffing,
timelines, and scope
Marketo consultants can be
embedded on your project
team to help ramp expertise
and confidence over initial
client engagements
Marketo Advisors work with your
team providing guidance through
stage gates and connecting your
team to specialised resources

9. • Complimentary SOW review - Marketo will provide assistance in creating a
staffing plan, project timeline, and SOW scoping/authoring (if in Pre-Sales phase)
• Best practice for first three implementations of a new use case:
• Hybrid Team – partner primes and subcontracts Marketo consultant(s) for project duration
• Suggest one Marketo consultant for every three partner team members
• Marketo Consultant(s) focus is on partner team enablement
• Partner contacts Marketo for a rate quote before submitting a project bid to a prospect
• Advisory Services Package (ASP)
• A dedicated Advisor works with partner team from start to finish, coordinating Design Reviews and
involving Marketo experts and specialists.
• ASP comes in 100 hour buckets, and can be purchased by either the partner or the customer
• ASP is the minimum amount of assistance necessary for a successful implementation
• Flexibility - Approach can be structured according to needs; goal is to provide hands-on knowledge
transfer to new partner project teams; can be up/downsized based on project size/cost
Engagement Model – Delivery

10. • Side-by-side delivery
(multiple customer
contracts)
• Bi-directional subcontracting
• Advisory service retainers
Ways that we can engage

11. • 30% discount on PS hours for
DSPs until end of 2016
• Focused on partner
enablement and ensuring
customer success
Preferential Services Rates for Partners

12. Coming Soon – Marketo Co-delivery
Framework

13. • Get to know our CAMs and AEs and use them!
• Joint account planning
• Cross-sell and upsell support
• Leverage PS to mutual advantage - for our customer’
success and for your success
• Free SOW reviews in pre-sales
• Hybrid delivery teams
• Advisory services
Summary

14. Thank you!
Any questions?