Implementation Officer at Moniepoint – Apply Now

Job Description

Moniepoint is hiring an Implementation Officer in Lagos (hybrid) to deliver structured, high-touch onboarding that helps new retail customers adopt Moniebook POS into daily store operations. 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 milestones, timelines, and success metrics
• Guide customers through initial Moniebook POS setup and configuration aligned to retail workflows
• Deliver engaging live training sessions (one-on-one and group) to retail staff
• Monitor usage, transaction volume, and feature adoption; intervene early for low-adoption customers
• Build trust-based relationships with customer stakeholders during onboarding
• Troubleshoot onboarding issues and escalate complex problems to Product/Engineering while managing expectations
• Maintain accurate onboarding records, configuration details, and issues in CRM/CS tools
• Document common customer questions and best practices to improve onboarding resources and internal knowledge base
• Execute well-documented handoffs to Account Managers with customer goals, usage patterns, and relationship notes
• Capture customer feedback, feature requests, and onboarding friction points and share insights with internal teams

Required Qualification and Skills

• 2–4 years experience in customer onboarding, customer success, implementation, or account management (SaaS/retail tech/POS preferred)
• Proven ability to onboard customers to software platforms and drive product adoption
• Strong communication, facilitation, and presentation/training skills
• Strong problem-solving and analytical skills to diagnose customer challenges
• Customer-first mindset with empathy and strong service orientation
• Highly organized and detail-oriented; able to manage multiple onboarding projects simultaneously
• Self-motivated and proactive with strong ownership of customer outcomes
• Technical aptitude and comfort using software tools and dashboards
• Bachelor’s Degree in Business/Technology/Communication or equivalent work experience
• Preferred: experience creating training materials, documentation, or knowledge base content
• Preferred: exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices
• Must be based within the listed Lagos areas (preferred)

Benefits

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