About Anchanto -
Anchanto is a global SaaS company that provides e‑commerce and logistics technology solutions, including Warehouse Management, Order Management, Parcel Tracking, and Digital Shelf products. The company empowers brands, retailers, 3PLs, and logistics providers to streamline and scale operations through integrated and automated workflows. Headquartered in Singapore, Anchanto has a strong presence across Asia, Europe, and the Middle East and works with leading global customers such as L’Oréal, HP, Panasonic, Fossil, Decathlon, Unilever, and Nestlé
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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 HyperCare support, and documenting lessons learned to drive continuous improvement in both implementation methodology and the SaaS product.
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
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