Implementation Officer (North West) at Moniepoint – (Hybrid) – Apply Now

Job Description

Moniepoint is hiring an Implementation Officer (North West) to deliver structured, high-touch onboarding that helps new retail customers successfully adopt Moniebook POS in their daily operations across Jigawa and Taraba. You will guide customers through setup, configuration, training, and early adoption—bridging sales and long-term customer success—while ensuring fast time-to-value and seamless handoffs to Account Managers.

Key Responsibilities

• Create and execute tailored onboarding plans with clear milestones, timelines, and success metrics
• Guide customers through Moniebook POS setup and configuration aligned to retail workflows
• Deliver engaging live training sessions (one-on-one and group) for retail staff
• Monitor usage, transaction volume, and feature adoption; proactively support at-risk customers
• Build trust-based relationships with key customer stakeholders during onboarding
• Troubleshoot onboarding issues and escalate complex problems to Product/Engineering while managing expectations
• Maintain accurate onboarding documentation in CRM/CS tools (progress, configuration, issues)
• Document common questions and best practices to improve onboarding materials and knowledge base
• Perform structured handoffs to Account Managers with clear customer context and notes
• Capture and share customer feedback, feature requests, and onboarding friction points with internal teams

Required Qualification and Skills

• 2–4 years experience in onboarding, customer success, implementation, or account management (SaaS/retail tech/POS preferred)
• Proven track record of onboarding customers to software platforms and driving adoption
• Strong communication, facilitation, and presentation skills
• Strong problem-solving and analytical skills for diagnosing customer challenges
• Highly organized and detail-oriented with ability to manage multiple onboarding projects
• Self-motivated and proactive with strong ownership of customer outcomes
• Technical aptitude and comfort using software tools
• Bachelor’s Degree in Business/Technology/Communication or equivalent experience
• Preferred: experience creating training materials and documentation/knowledge base content
• Preferred: exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices
• Must be based in Dutse (Jigawa) or Jalingo (Taraba)

Benefits

• Attractive salary
• Pension
• Health insurance
• Annual bonus
• Learning and development opportunities
• People-first, inclusive culture