Implementation Specialist

Executive Supply Chain Consultant

Summary

Responsibilities

• Consultant & Functional Support
  • Partner closely with Solution and Development teams to interpret client business needs and align them with SaaS capabilities, ensuring Software Design Documents (SDDs) meet specifications while leveraging standard features and industry best practices.
    
  • Simplify complex requirements and advise clients on supply chain best practices, including inventory management, order fulfillment, and marketplace integration, that fit within SaaS workflows.
    
  • Maintain precise implementation records within shared company repositories or the platform.
    
  • Proactively identify discrepancies between client needs and product features, formally documenting enhancement requests for the product development team.
    
• Product Training
  • Create and update training resources provided by the product team, such as user guides, quick reference sheets, and e-learning modules customized for various user roles (e.g., warehouse staff, planners, logistics coordinators, and super users).
    
  • Lead virtual or on-site training sessions for super and end users to ensure system proficiency prior to launch.
    
  • Conduct "Train the Trainer" sessions for client super users to facilitate internal knowledge transfer.
    
  • Evaluate training efficacy via quizzes, feedback surveys, and practical exercises, refining materials based on results.
    
• User Acceptance Testing (UAT)
  • Design detailed UAT test scripts and scenarios grounded in business requirements and functional specifications.
    
  • Coordinate UAT schedules with client stakeholders, securing necessary participants and resources.
    
  • Execute test cases in the UAT environment before client involvement to verify that fixes are implemented early.
    
  • Guide client users through the UAT process, demonstrating test execution and result documentation.
    
  • Log, track, and manage issues identified during UAT within the project tracking system.
    
  • Validate fixes and perform regression testing to confirm system stability before final go-live sign-off.
    
• Go Live Execution
  • Collaborate with clients, Delivery Managers, and internal teams to finalize the go-live cutover plan, ensuring alignment with the SaaS deployment schedule.
    
  • Perform final data migration validation and system configuration checks immediately before launch.
    
  • Facilitate the Go-Live Decision process by consolidating readiness criteria into a formal assessment, including:
    • UAT Sign Off: Confirmation that all critical and high-priority issues are resolved and accepted.
      
    • Training Completion: Verification that end-users and super users have completed required training and demonstrated competency.
      
    • Data Readiness: Confirmation that master and transactional data have been validated, cleansed, and successfully migrated to production.
      
    • Environment Stability: Validation that the SaaS production environment is configured correctly and all integrations function as expected.
      
    • Cutover Checklist: Completion of all pre-defined cutover tasks, including rollback procedures and contingency plans.
      
    • Client Approval: Formal sign-off from the client's project sponsor or steering committee confirming readiness.
      
  • Present the Go-Live Decision recommendation to internal stakeholders and the client, indicating one of the following outcomes:
    • Approved for Go Live: All criteria met; proceed as planned.
      
    • Conditional Go Live: Minor non-critical items remain with a documented mitigation plan accepted by the client.
      
    • Deferred/Not Ready: Critical criteria not met; go-live rescheduled with a clear remediation plan and timeline.
      
  • Provide support on go-live day, monitoring system performance, user login activity, and initial transaction volumes.
    
  • Act as the primary point of contact for go-live day issues, triaging and resolving critical items in real time while escalating product-related bugs to engineering with detailed reproduction steps.
    
• HyperCare Support
  • Deliver structured HyperCare support for a typical period of 2–3 weeks post-go-live to stabilize adoption and reinforce client confidence in the SaaS platform.
    
  • Operate within defined Service Level Agreements (SLAs) for response and resolution times, triaging incoming support tickets from client users.
    
  • Categorize and address issues as:
    • User Errors: Resolved through coaching or additional training.
      
    • Configuration Issues: Addressed by adjusting system settings.
      
    • Product Bugs: Documented with detailed steps and escalated to engineering.
      
    • Enhancement Requests: Logged for future product roadmap consideration.
      
  • Conduct daily stand-up calls with the client during HyperCare to review open tickets, prioritize resolutions, and communicate progress.
    
  • Transition the client to the Customer Care Support Team at the conclusion of HyperCare, ensuring a smooth handover with complete documentation of open items.
    
• Post Mortem & Continuous Improvement
  • Schedule and facilitate post-mortem (or retrospective) sessions internally and with the client within 2–4 weeks after go-live.
    
  • Draft and deliver comprehensive Post Mortem Reports containing:
    • Project Summary: Scope, timeline, and key milestones.
      
    • Successes: Areas of effective performance, such as training approaches, smooth execution, and positive feedback.
      
    • Challenges: Root causes of delays, issues, or adoption hurdles.
      
    • Product Feedback: A prioritized list of product gaps or feature requests identified during the project.
      
    • Process Improvements: Actionable recommendations to enhance implementation methodology, templates, or documentation.
      
  • Present post-mortem findings to internal stakeholders to contribute to the implementation practice knowledge base and continuous improvement initiatives.
    
  • Track the closure of post-mortem action items to ensure lessons learned translate into tangible improvements for future SaaS implementations.
    

• Competencies & Skills
  • Proficiency in SaaS products, specifically Warehouse Management Systems (WMS) and Order Management Systems (OMS).
    
  • Deep understanding of end-to-end supply chain processes.
    
  • Strong capabilities in training delivery and user adoption strategies.
    
  • Expertise in technical support and issue triage.
    
  • Advanced skills in reporting and documentation.
    
• Language Proficiency
  • Fluency in English and Thai.
    
• Personal Attributes
  • Client-centric mindset.
    
  • Adaptability and learning agility.
    
  • Structured and detail-oriented approach.
    
  • Excellent communication skills.
    
  • Collaborative team player.
    
  • Proactive and self-sufficient work style.
    
  • Resilience and grit.
    
  • Strong business acumen.