Implementation Officer

AI summary

Moniepoint Incorporated is hiring an Implementation Officer to onboard new retail customers onto the Moniebook POS platform across five Edo locations. The role focuses on product setup, training delivery, adoption monitoring, and smooth handoff to account managers during the first 30–60 days. This is a hybrid, outsourcing position with five openings.

• Hybrid outsourcing role with 5 openings across Edo State
• Focus on onboarding, training, and POS adoption for retail customers
• Requires self-motivation, organisation, and strong problem-solving skills
• Involves CRM documentation, issue escalation, and account manager handoff

Original source description

Implementation Officer (Edo) at Moniepoint Incorporated - Hybrid (5 Openings) ⏲ Aug 24, 2026, 9:02 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: Ikpoba Okha, Oredo, Etsako West, Ovia North and Uhunmwonde - Edo Employment Type: Outsourcing Work Mode: Hybrid Job Purpose 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. 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. The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences. Key Responsibilities: 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. Documentation & Knowledge Sharing: Maintain accurate records of customer interactions, onboarding progress, configuration details, and issues in the 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. 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. 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. 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. 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. 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 Self-motivated, proactive, and adaptable, comfortable working independently and taking ownership of customer outcomes 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 2-4 years of experience: in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems) Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences Excellent communication and presentation skills with the ability to train diverse audiences 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 Technical aptitude and comfort with software tools Preferred Qualifications: Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices The candidate should be based in Edo State – Ikpoba Okha, Oredo, Etsako West, Ovia North and Uhunmwonde Experience: creating training materials, documentation, or knowledge base content About You: 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're deeply customer-obsessed; you measure your success by your customers' success and genuinely care about their outcomes 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 thrive on problem-solving and troubleshooting; you're resourceful, persistent, and don't give up until the customer succeeds You're process-driven but flexible; you follow structured onboarding frameworks while adapting to each customer's unique needs and pace You're an exceptional teacher and communicator who can explain complex concepts simply and make technology accessible to non-technical users What Success Looks Like Account Managers rate your handoff documentation and communication as excellent, enabling a seamless transition to long-term retention Achieve a 4.5+ average rating score on post-onboarding surveys. Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup) You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience. Customers you onboard show a <5% churn rate in the first 90 days post-onboarding, indicating strong early-stage retention 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days Customers actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions How to Apply Interested and qualified candidates should: Click here to apply online View all Jobs in Nigeria Edo State Implementation Officer job vacancies in Nigeria