Job Description

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