Jim Chang ( 張俊龍）
Proejct Manager, Support/Rnewal Manager
New Taipei,NWT
Summary
Passions about driving growth for the company and customers by providing a world- class customer experience to enhance customer retention rate. Proven expertise in project management, customer service/renewal, account management, contracting, negotiation and communication. Managed and implemented i2/JDA supply chain solutions for renowned customers. Fluent in English skill in both writing and speaking.
Overview
29
29
years of professional experience
Work History
Customer Support Manager/Renewal Parnter
Blue Yonder/JDA/i2
06.2006 - 06.2024
(i2 was acquired by JDA in 2010, and JDA changed name to Blue Yonder in 2020)
Customer Support Manager:
· Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
· Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
· Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
Renewal Partner:
· Managed software renewals for on-premises and SaaS customers across China, Taiwan, Southeast Asia (Singapore, Philippine. Thailand…). Serving renowned clients such TSMC, Lenovo, Huawei, Seagate, Quanta, Pegatron, Dole Food, Cathay Pacific Airways…
· Responsible for renewal revenue exceeding 9$ million and consistently maintained renewal rates above 95% over the past decade, reaching 111% in 2023.
· Identify customer challenges with software usage and explore solutions like training, health check, consulting, or new software to drive additional revenue for the company.
Principal Consultant
Oracle
03.2005 - 04.2006
· Implemented Oracle Supply Chain Solution.
· Built strong relationships with clients, fostering long-term partnerships and repeat business.
· Facilitated change management initiatives, helping organizations adapt smoothly to new systems and processes.
· Oversaw project teams and maintained quality-minded schedules.
Project Manager/Delivery Manager
I2 Technologies
11.2000 - 02.2005
· Managed and implemented i2 supply chain solutions for TSMC, UMC, Samsung, Inventec and CMC.
· Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
· Managed resources effectively to avoid unnecessary delivery delays.
· Engaged customers to discuss business needs and explore opportunities to increase sales.
· Mentored junior team members to develop their skills and advance within the organization
· Met project deadlines without sacrificing build quality or workplace safety.
· Coordinated with cross-functional teams to resolve project issues and mitigate risks.
IT Manager
Inventec/Digital Equipment Corp.
02.1995 - 10.2000
· DEC global supply chain project Taiwan super user
· Inventec IT Project manager for supply chain project
· Coordinated IT operations activities to deliver smooth flow of daily business needs.
· Oversaw IT department operations and training.
Education
Master of Science - Computer Science
05.1994
Bachelor of Science - Biomedical Engineering, Taiwan
06.1988
06.1984
Skills
Project Management
Certified PMP
Supply Chain Consulting
Customer Relations
Account Management
Client Relationship Building
Escalation Handling
Feedback collection
Active Listening
Languages
Chinese (Mandarin)
Native language
English
Advanced
C1
Japanese
Elementary
A2
Timeline
Customer Support Manager/Renewal Parnter - Blue Yonder/JDA/i2
06.2006 - 06.2024
Principal Consultant - Oracle
03.2005 - 04.2006
Project Manager/Delivery Manager - I2 Technologies
11.2000 - 02.2005
IT Manager - Inventec/Digital Equipment Corp.
02.1995 - 10.2000
Syracuse University - Master of Science, Computer Science
ChunYuan University - Bachelor of Science, Biomedical Engineering, Taiwan
Kaohsiung Senior High School - ,