job description
Join NICE Systems as a Client Services Project Manager, Customer Experience (CX) in beautiful Bali, Indonesia. In this pivotal role, you will lead the end-to-end implementation of NICE’s cutting-edge CX solutions, ensuring seamless delivery and exceptional client satisfaction. As a trusted advisor, you will collaborate with cross-functional teams, including sales, engineering, and support, to drive successful project outcomes and foster long-term customer relationships.
This is a unique opportunity to work with global enterprises, leveraging NICE’s industry-leading technology to transform customer experiences. If you are a dynamic leader with a passion for project management and a track record of delivering high-impact solutions, we want to hear from you.
Bali offers a vibrant work-life balance, combining professional growth with a tropical paradise lifestyle. Whether you’re managing projects from a co-working space in Canggu or coordinating with international teams, this role promises both challenge and reward.
Responsibility
- Lead the planning, execution, and delivery of NICE CX product implementations, ensuring adherence to timelines, budgets, and quality standards.
- Serve as the primary point of contact for clients, providing strategic guidance and addressing escalations to maintain high satisfaction levels.
- Collaborate with internal stakeholders (sales, engineering, support) to align project goals with business objectives and client expectations.
- Develop and maintain detailed project plans, risk assessments, and status reports, ensuring transparency and accountability.
- Identify upsell and cross-sell opportunities during project lifecycles to drive revenue growth and customer retention.
- Conduct post-implementation reviews to gather feedback, measure success, and identify areas for process improvement.
- Stay updated on NICE’s product roadmap and industry trends to provide innovative solutions tailored to client needs.
- Mentor and coach junior project team members, fostering a culture of continuous learning and excellence.
Qualifications
- Bachelor’s degree in Business, Computer Science, or a related field; PMP or PRINCE2 certification is a plus.
- Minimum of 5 years of experience in project management, preferably in customer experience (CX), contact center, or SaaS implementations.
- Proven track record of managing complex, multi-stakeholder projects with a focus on client-facing deliverables.
- Strong understanding of CX technologies, such as omnichannel platforms, AI-driven analytics, or workforce optimization tools.
- Excellent communication, negotiation, and presentation skills, with the ability to influence at all organizational levels.
- Proficiency in project management tools (e.g., JIRA, Asana, MS Project) and CRM systems (e.g., Salesforce).
- Ability to travel occasionally (up to 20%) for client meetings or on-site implementations.
- Fluency in English; additional languages (e.g., Indonesian, Mandarin) are advantageous.