Implementation Officer

AI summary

Moniepoint Incorporated is hiring Implementation Officers across six Delta State locations (Ughelli North, Oshimili South, Oshimili North, Ika South, Ethiope East, and Uvwie) on a hybrid basis. The role focuses on onboarding new retail customers onto the Moniebook POS platform through tailored training, product setup, and adoption monitoring during the critical first 30-60 days. Six openings are available, reporting to the Lead, Onboarding.

• Six openings across multiple Delta State locations
• Hybrid work mode with customer-facing onboarding focus
• Drive POS adoption and activation for retail customers
• Bridge between sales and long-term customer success

Original source description

Implementation Officers (Delta) at Moniepoint Incorporated - Hybrid (6 Openings) ⏲ Aug 10, 2026, 6:09 AM ⋕ View all Banking & Financial Services jobs Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale. We are recruiting to fill the position below: Job Title: Implementation Officer Locations : Ughelli North, Oshimili South, Oshimili North, Ika South, Ethiope East, and Uvwie - Delta Work Mode: Hybrid Reports To: Lead, Onboarding Job Purpose The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences. Success is measured by activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers. 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. Key Responsibilities: 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. 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. 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. 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. 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. Product Setup & Configuration: Guide customers through initial Moniebook POS setup. 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. 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. What Success Looks Like Customers actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions 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: Customers you onboard show <5% churn rate in first 90 days post-onboarding, indicating strong early-stage retention Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup) Achieve a 4.5+ average rating score on post-onboarding surveys. 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days Qualifications Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously while maintaining quality Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions Excellent communication and presentation skills with ability to train diverse audiences Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences 2-4 years of experience: in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems) 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) Proven track record of successfully onboarding customers to software platforms and driving product adoption Preferred Qualifications: The candidate should be based in Edo State – Ikpoba Okha, Oredo, Etsako West, Ovia North and Uhunmwonde Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices Please indicate your preferred location. Experience: creating training materials, documentation, or knowledge base content About You: You're an exceptional teacher and communicator who can explain complex concepts simply and make technology accessible to non-technical users You're deeply customer-obsessed, you measure your success by your customers' success and genuinely care about their outcomes You thrive on problem-solving and troubleshooting, you're resourceful, persistent, and don't give up until the customer succeeds You're energised by fast-paced, dynamic environments where no two days are the same and continuous learning is the norm You're naturally empathetic and patient, you understand that change is hard and meet customers where they are with understanding and support You take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it You're a team player who collaborates seamlessly across Sales, Product, Support, and Account managers to deliver great customer experiences You're process-driven but flexible, you follow structured onboarding frameworks while adapting to each customer's unique needs and pace 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. Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits. Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training. How to Apply Interested and qualified candidates should: Click here to apply online 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. View all Jobs in Nigeria Implementation Officer job vacancies in Nigeria