The Role
The Executive Supply Chain Consultant serves as a supply chain and implementation specialist, guiding Saas clients through the full lifecycle of onboarding and adoption. This role is responsible for delivering training, managing User Acceptance Testing (UAT), executing go-lives, providing Hyper Care support, and documenting lessons learned to continuous improvement in both implementation methodology and the Saas product itself.
Key Responsibilities
Consultant & Functional Support
- Work closely with Solution/Development team to understand clients business requirements and map them to Saas products capabilities.
- Ensuring the SDD are in accordance to clients specification, leveraging out of the box functionality and best practises in the market. Able to simply complex requirement’s.
- Advice clients on supply chain best practises aligned with the SaaS workflows (e.g. inventory management, order fulfilment, marketplace).
- Maintain accurate implementation documentation in company shared folder or platform.
- Proactively identify gaps between client needs and product capabilities, documenting enhancement request for product team.
Product Training
- Develop and maintain training materials given by product team, including user guides, quick references, and e learning modules tailored to different user personas (e.g. warehouse, planners, logistics coordinators or super users).
- Conduct virtual or on-site super/end user training session to ensure clients are proficient in using the system before go-live.
- Deliver “Train the Trainer” session to client super – user to enable internal knowledge transfer.
- Assess training effectiveness through quizzes, feedback forms, and hands-on exercises and adjust training materials accordingly.
User Acceptance Training (UAT)
- Develop detailed UAT test scripts and scenarios based on business requirements and functional specification.
- Coordinate UAT schedules with client stakeholders, ensuring adequate participants and resources availability.
- Test the cases in UAT environment before actual UAT conducted with client to ensure the fixes are done earlier.
- Guide clients users through the UAT process, demonstrating how to execute test cases and document results.
- Log, track and manage issues identified during UAT in the project tracking document.
- Validate fixes and perform regressions testing to ensure system stability before go live sign off.
Go Live Execution
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Collaborate with client, Delivery Manager and internal teams to finalize the go-live cutover plan, ensuring alignment with Saas product deployment schedule.
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Execute final data migration validation and system configuration checks immediately prior go live.
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Facilitate the Go-Live Decision process by consolidating all readiness criteria into a formal assessment including
- UAT Sign Off: Confirmation that all critical and high-priority issues have been resolved and accepted by the client.
- Training completion: Verification that end – users and super users have completed required training and demonstrate competency.
- Data Readiness: Confirmation that master data and transactional data have been validated, cleansed and successfully migrated to the productions environment.
- Environment Stability: Validation that the Saas production environment is configured and all integrations are functioning as expected.
- Cutover Checklist: Completion of all pre-defined cutover tasks, including rollback procedures and contingency plans.
- Client approval: Formal sign off from the clients project sponsor or steering committee confirming their readiness and acceptance of go live.
Present the Go-Live Decision recommendation to internal stakeholders and the clients, clearly indicating whether the project is:
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Approved for Go Live: All criteria met; proceed as planned.
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Conditional Go Live: Minor non critical items remains that do not impede business operations, mitigating plan documented and accepted by client.
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Deferred/Not ready: Critical criteria not met; go live rescheduled with clear remediation plan and timeline.
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Provide go live day support, monitoring system performance, user login activity, and initial transaction volumes.
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Serve as the primary point of contact for go live day issues, triaging and resolving critical items in real time while escalating product elated bugs to engineering with clear reproductions’ steps.
HyperCare Support
- Deliver struture4d HyperCare support period (typically 2–3 weeks post go-live) to stabilise adoption and ensure client confidence in the Saas Platform.
- Operate within defined SLAs for response and resolution times, triaging incoming support tickets from client users.
Distinguish between:
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User errors: address through coaching or additional training
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Configuration issues: Adjust system settings as needed
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Product Bugs: Documents with detailed steps and escalate to engineering
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Enhancement request: Log for product roadmap consideration
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Conduct daily stand up calls with the client during HyperCare to review open tickets, prioritise resolution and communicate progress.
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Transition the client to the Customer Care Support Team t the HyperCare conclusion, ensuring a smooth handover with complete documentation of open items.
Post Mortem & Continues Improvement
- Schedule and facilitate post mortem (or “retrospective”) session internally and client within 2–4 weeks after go live.
Draft and deliver comprehensive Post Mortem Reports that include:
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Project Summary: Scope, timeline and Key Milestones
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Successes: What went well, including effective training approach, smooth go live execution and positive client feedback.
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Challenges: What didn’t go well/root causes of delays, issues or adoption hurdles
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Product Feedback: Prioritise list of product gaps or features request identified during project.
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Process Improvements: Actionable recommendation to improve implementation methodology, templates or documentation.
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Present post mortem findings to internal stakeholder, contributing to the implementation practise knowledge base and continues improvements initiative.
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Track closure of post mortem action items to ensure lesson learned translate into tangible improvements for future Saas implementation.
Essential Requirements
Competencies & Skills Required
- SaaS Product Knowledge (e.g WMS, OMS)
- Familiar with supply chain end to end processes
- Training & Adoption
- Support & Triage
- Reporting & Documentation
- Language Proficiency: English & Thai Speaking expertise
Personal Attributes
- Client-Centric Mindset
- Adaptability & Learning Agility
- Structured & Detailed Oriented
- Strong Communication Skills
- Collaborative Team Player
- Proactive & Self Sufficient
- Resilience & Grit
- Business Acumen
