EMEA Partner Enablement David WilliamsVP, Customer Success, EMEA dwilliams@marketo.com

Delivering Customer Success Together

1. What is the Marketo Customer Success Organisation? 2. The role of Marketo Professional Services3. How to leverage Marketo PS for maximum success

Agenda

Page 3Marketo Proprietary and Confidential | © Marketo, Inc. 9/13/2016

Professional Services Product SupportEducation Services

Marketo Customer Success

Customer Account Management

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

Strategic Roadmap Design, Configure, and LaunchAcquisition & Engagement Programs Analytics & Custom Reporting

OngoingAdvisory ServicesProfessional Services

Quarter 1 Quarter 2 Quarter 3 Quarter 4Account Management Business Review Business Review Business Review

Education Services Customized Ongoing Training & Learning PassportsBeginner to Advanced CurriculumsFoundation Training

Product Support Award Winning Product SupportProactive 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

Leveraging Marketo Professional Services

Product AdoptionAccelerate Partner Enablement

De-risk Complex or High-Profile ProjectsAdvanced Troubleshooting

The Role of Marketo Professional Services

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

• 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

• Side-by-side delivery (multiple customer contracts)• Bi-directional subcontracting• Advisory service retainers

Ways that we can engage

• 30% discount on PS hours for DSPs until end of 2016• Focused on partner enablement and ensuring customer success

Preferential Services Rates for Partners

Coming Soon – Marketo Co-delivery Framework

• 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

Thank you!Any questions?