Partner Success Services (Overview & Framework)

Partner Success Services (PSS) Overview & Framework

April 2016

PSS Overview •  PSS is the acronym for Partner Success Services

•  PSS was created to provide Salesforce Partners (Systems Integrators/SI) a way to engage with Marketing Cloud services delivery to learn how to implement and maintain Marketing Cloud products on behalf on Salesforce customers

•  Partner Success Services (PSS) can be delivered in two formats that can be flexibly combined

into a single engagement:

•  Packages of specific projects & deliverables that can be applied to multiple client engagements that the partner is involved with. These are prepared as “T&M”

•  T&M “open” engagements with a charter, timeframe, and rate card to be used at the Partner and SFMC discretion based on the specific engagement

•  We expect that most engagements will be a combination of these two, leveraging our overall engagement framework

PSS Engagement Framework

Pre-Sales Planning Design Build Deploy Operations

Account Management

Program Management

Pre Sales Project Planning

Blueprinting

Quality Assurance

Build & Configuration

Deliverability MC@

Premier

Shadowing

Process Design System Integration



Account Management

Program Management


Blueprinting

Quality Assurance


Deliverability Marketing Operations

Premier

Shadowing


Salesforce Owned Partner Owned Joint

High Risk vs.Maturity: SF-lead plan,design,build with partner shadowing



Account Management

Program Management


Blueprinting

Quality Assurance


Deliverability Marketing operations

Premier



Medium Risk vs. Maturity:



Account Management

Program Management


Blueprinting

Quality Assurance



Premier



Low Risk vs. Maturity: engagement advice and oversight

PSS Engagement Framework – End State


Account Management

Program Management


Blueprinting

Quality Assurance



Premier



Partner is autonomous with pre-sales & operations support

Test Execution

What products are recommended or required to leverage PSS? •  It is recommended that for the following Products, a partner should leverage Partner Success

Services (PSS) for the initial 1-3 implementations:

•  MobilePush

•  Journey Builder

•  Social

•  A partner must leverage Partner Success Services (PSS) to implement that particular product/offering:

•  Predictive Intelligence (due to required database access)

•  Audience Builder (due to required database access)

•  Custom Reports & Extracts (due to required database access)

•  Subscriber Key Migration (due to required database access)

Pre-Requisite / Requirement Description Signed PSA Partner must have a signed Professional Services Agreement (PSA) with SFDC.

Training / Accreditation Partner must be trained and accredited on the products included in scope.

Staffing Partner must include roles that align to our Project Manager, Solution Architect, Deliverability Consultant, Technical Architect, and BizCon and SerCon (for pre-sales support.)

Client Primary Point of Contact Partner must act as the Client’s primary Point of Contact for any issues that arise. All meetings that SFMC personnel participate in with the client must include a member of the partner team.

Deliverables In addition to any other agreed upon deliverables that the partner has committed to providing the client, partner is also responsible for developing and maintaining the joint Project Plan, the Blueprint Document, the IP Ramp-Up Plan, and the fully configured and tested ExactTarget instance unless the partner is leveraging one of the PSS packages.

Success Checkpoint Meetings Partner must meet with SFMC Partner Account Manager and SFMC Project Manager (independent of and in addition to any client checkpoint or status meetings) bi-weekly to check health of project. If it is determined that additional time is required to ensure customer success, a meeting will be held with the SFMC and Partner executive sponsor to determine the cause and an appropriate remediation plan.

Escalation Path Partner must leverage their assigned SFMC Project Manager and Partner Account Manager as their primary escalation points within SFMC. These escalation points can not be used by the client.

Partner Pre-Requisites In order for a partner to leverage a Partner Success Services Package, they must agree to and comply with the following pre-requisites and requirements:

PSS– Deliverable Based Packages Package Overview of Package Offering & Description Package Scope / Deliverables

Project Management Package

•  Participate in project kickoff and project meetings •  Guide development and review project plan and resource plan

•  Co-lead up to 5 project meetings with end client

•  Guide and review project plan w/ milestones and timelines

•  Guide and review resource plan

PSS Solution Validation Package

•  QA of all required Marketing Cloud design and configuration deliverables

•  Review of QA test scripts •  Review of executed QA test scripts with associated pass/fail rates

•  Review and feedback of Blueprint Document (2 rounds)

•  Configuration Review / Audit •  Review of test plan including, test scripts and

execution of testing on solution identified

PSS Requirements Gathering Package

•  Lead design sessions with end client •  Development of blueprint for use in build and configuration

activities

•  Co-lead up to 3 design sessions with end client

•  Document results of design sessions in Blueprint, with up to 3 review meetings and revision sessions.

Deliverability Package

•  Development of IP Ramp-Up Plan •  Monitoring of email sends to ensure compliance with IP Ramp-Up

Plan •  Remediation activities in the event that excessive bulking or

blacklisting occurs

•  Creation of custom IP Ramp-Up Plan and associated campaign sending schedule.

•  Monitoring of execution of IP Ramp Up Plan •  Creation of monitoring dashboard report and

weekly review sessions of report •  Remediation activities associated with IP

Ramp Up (as needed).

What if the Project is Global?

•  If the project or support model is global (meaning resources from multiple geos, inclusive of AMER, EMEA, JAPAN, or APAC) please ensure the following occurs:

•  EMEA rate card is used and applied to all EMEA resources •  Geo specific Services Delivery leaders are involved and approve the PSS framework and

staffing model •  All global projects must be papered as T&M

Thank you

Partner Success Services (Overview & Framework)

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