Executive, Supply Chain Consultant
Key Responsibilities
1. Consultant & Functional Support
- Work closely with the Solution/Development team to understand client business requirements and map them to SaaS product capabilities.
- Ensure Solution Design Documents (SDDs) comply with client specifications while leveraging out‑of‑the‑box functionality and industry best practices.
- Simplify complex requirements into clear, actionable components.
- Advise clients on supply chain best practices aligned with SaaS workflows (e.g., inventory management, order fulfilment, marketplace operations).
- Maintain accurate implementation documentation within company-shared folders or platforms.
- Proactively identify gaps between client needs and product capabilities, documenting enhancement requests for the product team.
2. Product Training
- Develop and maintain training materials provided by the product team, including user guides, quick‑reference documents, and e‑learning modules tailored to various user personas (warehouse staff, planners, logistics coordinators, super users).
- Conduct virtual or on‑site end‑user and super‑user training sessions to ensure user proficiency before go‑live.
- Deliver “Train the Trainer” programs to enable client internal knowledge transfer.
- Assess training effectiveness through quizzes, feedback forms, and hands‑on exercises, adjusting training materials as needed.
3. User Acceptance Testing (UAT)
- Develop detailed UAT test scripts and scenarios based on business requirements and functional specifications.
- Coordinate UAT schedules with client stakeholders, ensuring participant availability and resource readiness.
- Pre‑test scenarios in the UAT environment to confirm fixes before client execution.
- Guide users through the UAT process, demonstrating test execution and documenting results.
- Log, track, and manage issues raised during UAT within the project tracking system.
- Validate fixes and perform regression testing to ensure system stability before go‑live sign‑off.
4. Go‑Live Execution
- Collaborate with clients, Delivery Managers, and internal teams to finalize the go‑live cutover plan, aligned with SaaS deployment schedules.
- Perform final data migration validation and configuration checks immediately before launch.
- Facilitate the Go‑Live Decision process by consolidating readiness criteria, including:
- UAT Sign‑Off – All critical/high priority issues resolved and accepted.
- Training Completion – End users and super users demonstrate required competency.
- Data Readiness – Master and transactional data validated, cleansed, and migrated successfully.
- Environment Stability – Production environment configured with fully functioning integrations.
- Cutover Checklist – All tasks, rollback steps, and contingency plans completed.
- Client Approval – Formal sign‑off from project sponsors.
- Present Go‑Live Decision recommendations as:
- Approved for Go‑Live – All criteria met.
- Conditional Go‑Live – Minor non‑critical issues remain with documented mitigation.
- Deferred/Not Ready – Critical issues pending; launch rescheduled.
- Provide go‑live day support, monitoring system performance, user activity, and transaction volume.
- Act as primary point of contact for go‑live issues, resolving real‑time blockers and escalating product bugs with clear reproduction steps.
5. HyperCare Support
- Deliver structured HyperCare support for 2–3 weeks post go‑live to stabilize adoption and build client confidence.
- Operate within defined SLAs for response and resolution times, triaging incoming client tickets.
- Distinguish between:
- User Errors → Address through coaching or additional training.
- Configuration Issues → Adjust system settings as required.
- Product Bugs → Document with reproduction steps and escalate to engineering.
- Enhancement Requests → Log for product roadmap evaluation.
- Conduct daily stand‑ups with clients to review open tickets, prioritize items, and communicate progress.
- Transition the client to the Customer Care Support Team at the end of HyperCare with full documentation of open issues.
6. Post‑Mortem & Continuous Improvement
- Schedule and facilitate internal and client post‑mortem sessions 2–4 weeks after go‑live.
- Prepare and deliver comprehensive Post‑Mortem Reports including:
- Project Summary – Scope, timeline, and key milestones.
- Successes – Effective practices, smooth go‑live execution, positive feedback.
- Challenges – Root causes of delays, system issues, or adoption hurdles.
- Product Feedback – Prioritized list of product gaps and feature requests.
- Process Improvements – Recommendations for methodology, templates, and documentation.
- Present findings to internal stakeholders, contributing to practice development and improvement initiatives.
- Track closure of post‑mortem action items to ensure lessons learned result in measurable improvements.
Essential Requirements
Competencies & Skills
- Strong knowledge of SaaS Products (e.g., WMS, OMS).
- Understanding of end‑to‑end supply chain processes.
- Expertise in training delivery and user adoption.
- Strong support, troubleshooting, and triage capabilities.
- Excellent reporting and documentation skills.
- Language proficiency: English & Thai.
Personal Attributes
- Client‑centric mindset
- Adaptability & learning agility
- Structured and detail‑oriented
- Strong communication skills
- Collaborative team player
- Proactive and self‑sufficient
- Resilient with strong problem‑solving grit
- Business acumen
