Partner Success Services 

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Partner Success Services (PSS) was created to provide you with a way to engage with Marketing Cloud services delivery to learn how to implement and maintain Marketing Cloud products on behalf of Salesforce customers. As a partner, review the tabs below for helpful resources that will enable you to understand when and how to engage with Marketing Cloud Partner Success Services. You will find valuable PSS tools including an overview of the PSS framework, a first call deck and other useful assets. 

New! Protected Services Offering - particular product features that require services to be provided directly by Salesforce and cannot be performed by third parties, including partners. The main reason we are not able to fully delegate these services to clients, third parties, or partners is because they require access to systems that for security reasons can only be accessed by Salesforce employees. For all of "Protected Services Offerings" listed, partners must leverage Partner Success Services (PSS) to implement those particular product/offerings.

In order to submit a Partner Success Services request, please fill out the PSS Request Form and a member of the PSS team will contact you. Be sure to join and collaborate with other partners in the MC Partner Success Services group.

 
In order to leverage Partner Success Services (PSS), you must agree to and comply with the following requirements:

 Requirement Description
 Professional Services  Agreement (PSA) Partner must have a signed Professional Services Agreement (PSA) with Salesforce.
 Training/Certification  Partner must be trained and certified on the products included in scope. Access the training here
 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.

If you meet these requirements, please fill out the  PSS Request Form and a member of the PSS team will contact you.

Sales and Implementation Resources

Resource Audience Description
Marketing Cloud Services First Call Deck All Use the slides in this deck to properly position Marketing Cloud Services in your own presentations
Role Library All Description of the various roles that comprise Marketing Cloud Services Delivery
Standard Language Library All Request your copy of the Standard Language Library (SLL) document describing Partner Success Services engagement packages
PSS Rate Card All Request your copy of the Standard Rate Card used for Partner Success Services engagements
MC Scoping WorkbookAll Request your copy of the Marketing Cloud Services Custom Scoping Workbook
Protected Services Offering AllParticular product features that require services to be provided directly by Salesforce and cannot be performed by third parties, including partners. The main reason we are not able to fully delegate these services to clients, third parties, or partners is because they require access to systems that for security reasons can only be accessed by Salesforce employees. For all of "Protected Services Offerings" listed, partners must leverage Partner Success Services (PSS) to implement those particular product/offerings.

Q: What is the objective of Partner Success Services (PSS)?
A: The goal of PSS is to provide enablement, guidance, and services support so that our partners can ultimately develop the expertise they need to successfully deliver the breadth and depth of Marketing Cloud products for their customers. 

Q: Can PSS be used for protected products?
A: Yes, a partner must leverage PSS to implement the following products/offerings: Predictive Intelligence, Audience Builder, Custom Reports, and Extracts. 

Q: What is the first step in engaging PSS?
A: In order to engage with PSS, partners must have a signed Professional Services Agreement (PSA) with Salesforce. See the "What You Need to Know" tab on this page to learn more.

Q: How do I request PSS?
A: Complete the PSS Request Form and you will be contacted by a member of the PSS team.

Q: I heard about a Protected Services Offering. Where can I learn more?
A: Learn more here (Partner Community login required). Protected Services refers to particular product features that require services to be provided directly by Salesforce and cannot be performed by third parties, including partners. The main reason we are not able to fully delegate these services to clients, third parties, or partners is because they require access to systems that for security reasons can only be accessed by Salesforce employees. For all of "Protected Services Offerings" listed, partners must leverage Partner Success Services (PSS) to implement those particular product/offerings.

Q: What should I do if I have additional questions?
A: Post your questions to and engage with the team in the MC Partner Success Services Group.