Implementation Officer (Lagos)

Job 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: Lagos State - Ajah, Alimosho, Ojo, Eti-Osa, Amuwo Odofin, Ikeja, Oshodi/Isolo, Lagos Island, Shomolu, Surulere, Badagry, Kosofe, and Ifako Ijaiye** **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. Success is measured by activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers. **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 product development and onboarding process improvements. **Qualifications** - 2-4 years of experience in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems) - 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 Lagos State – Ajah, Alimosho, Ojo, Eti-Osa, Amuwo Odofin, Ikeja, Oshodi/Isolo, Lagos Island, Shomolu, Surulere, Badagry, Kosofe, and Ifako Ijaiye (Please indicate your preferred location).** **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 <5% churn rate in first 90 days post-onboarding, indicating strong early-stage retention - Account Managers rate your handoff documentation and communication as excellent, enabling seamless transition to long-term retention - You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience **What we can offer you** - **Culture:**We put our people first and prioritize the well-being of every team member. We’ve built a company where all voices are heard, and we look out for one another. Above all, we are human. - **Learning:**We have a learning- and development-focused environment with an emphasis on knowledge sharing and training. - **Compensation:**You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits. **What to expect in the hiring process** - A preliminary phone call with the recruiter. - An interview with the hiring team. - An interview with a member of our executive team. Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.