Implementation Officer (Abia) at Moniepoint

Abia, Cross River State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Onboarding, Customer Success, Implementation, Account Management, Product Adoption, Training Delivery, Problem Solving, Analytical Skills, Communication, Presentation Skills, Technical Troubleshooting, Relationship Building, CRM Management, Project Management, SaaS Implementation, POS Systems

Industry

Financial Services

Description

Who We Are Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere. What We Do At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure. Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth. Job Title: Implementation Officer Reports To: Lead, Onboarding Location: Abia - Aba North, Aba South, Umuahia North Work Mode: Hybrid Employment Type: Outsourcing Job Purpose The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences. This role bridges the gap between sales and long-term customer success by transforming newly signed customers into confident, active users who derive maximum value from the platform within their first 30-60 days. Operating as the customer's primary guide during the critical early adoption phase, you will understand each retailer's unique operational needs, configure Moniebook to fit their workflow, deliver effective training, and drive product adoption that sets the foundation for retention and expansion. Activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers measure success. Key Responsibilities Onboarding Program Design & Execution: Create and execute tailored onboarding plans that guide customers from signup to full operational usage. Define clear milestones, timelines, and success metrics for each customer's onboarding journey. Product Setup & Configuration: Guide customers through initial Moniebook POS setup. Training Delivery & Enablement: Conduct engaging live training sessions (both one-on-one and group) that educate retail staff on core Moniebook features, best practices, and operational workflows. Create an environment where users feel confident and empowered to use the POS system independently. Adoption Monitoring & Progress Tracking: Monitor customer usage data, transaction volume, feature adoption, and engagement signals. Proactively identify at-risk customers showing low adoption and intervene with targeted support to get them back on track. Relationship Building & Trust Establishment: Build strong, trust-based relationships with key stakeholders during the onboarding period. Be responsive, empathetic, and solutions-oriented in addressing concerns and questions. Issue Resolution & Escalation Management: Provide troubleshooting support for technical issues, user errors, or configuration challenges during onboarding. Escalate complex technical issues to Product/Engineering teams while maintaining customer communication and managing expectations. Documentation & Knowledge Sharing: Maintain accurate records of customer interactions, onboarding progress, configuration details, and issues in CRM/CS platform. Document common customer questions and best practices to improve onboarding resources and internal knowledge base. Account Manager Handoff: Execute smooth, well-documented handoffs to the account manager upon onboarding completion. Provide context on customer goals, usage patterns, relationship notes, and any ongoing concerns to ensure continuity of support. Feedback Loop & Product Insights: Capture and share customer feedback, feature requests, usability issues, and competitive insights with Product and Account management teams. Act as the voice of the customer to inform improvements to product development and the onboarding process. Qualifications 2-4 years of experience in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems) Must have completed NYSC or possess a valid exemption/exclusion certificate. Proven track record of successfully onboarding customers to software platforms and driving product adoption Excellent communication and presentation skills with ability to train diverse audiences Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously while maintaining quality Self-motivated, proactive, and adaptable, comfortable working independently and taking ownership of customer outcomes Technical aptitude and comfort with software tools Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience) Preferred Qualifications Experience creating training materials, documentation, or knowledge base content Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices The candidate should be based in Abia – Aba North, Aba South, Umuahia North About You You're deeply customer-obsessed; you measure your success by your customers' success and genuinely care about their outcomes You're an exceptional teacher and communicator who can explain complex concepts simply and make technology accessible to non-technical users You're naturally empathetic and patient; you understand that change is hard and meet customers where they are with understanding and support You're process-driven but flexible; you follow structured onboarding frameworks while adapting to each customer's unique needs and pace You thrive on problem-solving and troubleshooting; you're resourceful, persistent, and don't give up until the customer succeeds You're a team player who collaborates seamlessly across Sales, Product, Support, and Account managers to deliver great customer experiences You're energised by fast-paced, dynamic environments where no two days are the same and continuous learning is the norm You take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it What Success Looks Like 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup) Customers actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions Achieve a 4.5+ average rating score on post-onboarding surveys. Customers you onboard show

Responsibilities

The Implementation Officer is responsible for guiding new retail customers through the onboarding and configuration of the Moniebook POS system. The role focuses on driving product adoption, delivering staff training, and ensuring a seamless handoff to Account Managers.