Customer Strategist

Summary

Join NewRocket, a leading ServiceNow partner, as a ServiceNow Practice Strategist. In this role, you will be a thought leader, developing and sharing NewRocket’s perspective on ServiceNow solutions. You will collaborate with clients, internal teams, and partners to drive innovation and growth. Responsibilities include developing practice roadmaps, sales plays, learning curriculum, and building external relationships. This position requires extensive experience in professional services, ServiceNow expertise, and strong leadership skills. NewRocket offers a supportive and inclusive work environment.

Requirements

• 12+ years in Professional Services or Consulting, with 8+ years in Delivery and people management within the ServiceNow ecosystem
• Strong client-facing and communication skills, with experience engaging senior-level clients
• Expertise in value proposition articulation and driving growth in complex delivery environments
• Leadership in building collaborative relationships with clients, partners, and stakeholders
• Expertise in risk assessment, strategic thinking, and simplifying complex challenges
• Excellent written and verbal communication skills across all organizational levels
• Strong understanding of ServiceNow Platform and Global Solutions Framework
• Ability to simplify complex situations and develop strategic, innovative solutions
• Skilled at coaching and motivating teams to achieve high performance
• Results-driven, with a focus on client success and business growth
• Fosters a collaborative, inclusive, and empathetic work culture
• Comfortable with change and driving innovation in fast-paced environments
• Bachelor’s Degree in Management Information Systems, Business, or Computer Science
• ServiceNow Pre-Sales Accreditations in Technology practice product lines
• ServiceNow Certified System Administrator
• 2 or more ServiceNow Mainline certifications with CMDB, AI features, and CSDM
• ITIL Foundation or Domain expert related certification
• TOGAF
• CTA or CMA

Responsibilities

• Establish and maintain the Practice roadmap of prioritized solutions that align with NewRocket’s strategy and ServiceNow’s Global Solutions Framework. Ensure that these solutions differentiate NewRocket in the market
• Collaborate with Capability teams to activate high-value, differentiated sales plays within the practice, driving successful client engagements and business growth
• Develop learning curriculum for crew members within the practice, ensuring continuous skill enhancement and alignment with certification standards
• Serve as an Industry expert and ServiceNow advisor on client engagements, guiding teams and advising clients to ensure high levels of customer satisfaction and successful business outcomes
• Build and maintain external relationships with ServiceNow product teams and partner success teams to establish NewRocket as the leader and go-to partner in the ServiceNow ecosystem
• Collaborate with Practice Architects and Capability Leaders, and partner with Sales and Pre-Sales to define deal solutions. Review and approve proposals and Statements of Work (SOWs), ensuring strategic alignment and delivery success including Pursuit Quality Assessments (PQAs)
• Mentor and coach Practice Capability teams and broader delivery teams, fostering an inclusive environment focused on career growth, innovation, and thought leadership
• Provide input to the Practice Leader on strategic priorities, headcount planning, and talent development to support the long-term growth of the practice
• Partner with Strategy and Marketing teams to create thought leadership content and ensure participation in public events such as ServiceNow Knowledge. Support high-quality submissions and elevate NewRocket’s visibility
• Collaborate with NewRocket University to drive the certification strategy within the practice. Empower teams to pursue professional development and certification to enhance service delivery