Implementation Officer

AI summary

Moniepoint Incorporated is hiring an Implementation Officer for hybrid roles across Owerri Municipal, Owerri West, and Owerri North in Imo State. You will onboard new retail customers onto the Moniebook POS platform through training, configuration, and adoption monitoring during their first 30-60 days. This is an outsourcing position reporting to the Lead, Onboarding.

• Hybrid role across three Owerri locations in Imo State
• 3 openings available in an outsourcing capacity
• Focus on customer onboarding and POS adoption
• Reports to Lead, Onboarding

Original source description

Implementation Officer (Imo) at Moniepoint Incorporated - Hybrid (3 Openings) ⏲ Aug 10, 2026, 6:07 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 : Owerri Municipal, Owerri West, Owerri North - Imo (Hybrid) Employment Type: Outsourcing Reports to: Lead, Onboarding About You You're energised by fast-paced, dynamic environments where no two days are the same and continuous learning is the norm. You thrive on problem-solving and troubleshooting; you're resourceful, persistent, and don't give up until the customer succeeds. 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'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 process-driven but flexible; you follow structured onboarding frameworks while adapting to each customer's unique needs and pace. You're a team player who collaborates seamlessly across Sales, Product, Support, and Account managers to deliver great customer experiences. 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. Activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers measure success. 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: 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. 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. 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. 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. 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. 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. 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. 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. What Success looks like in this Role 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 a seamless transition to long-term retention. Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup). 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days. You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience. Requirements: Qualifications: Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions. Self-motivated, proactive, and adaptable, comfortable working independently and taking ownership of customer outcomes. Technical aptitude and comfort with software tools. Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences. Bachelor's Degree in Business, Technology, Communication, or related field (or equivalent work experience). Excellent communication and presentation skills with ability to train diverse audiences. Proven track record of successfully onboarding customers to software platforms and driving product adoption. Must have completed NYSC or possess a valid exemption / exclusion certificate. 2-4 years of experience: in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems). Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously while maintaining quality. Preferred Qualifications: The candidate should be based in Imo - Owerri Municipal, Owerri West, Owerri North. Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices. Experience: creating training materials, documentation, or knowledge base content. What we can offer you Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits. 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. How to Apply Interested and qualified candidates should: Click here to apply online What to expect in the hiring process An interview with the hiring team. An interview with a member of our executive team. A preliminary phone call with the recruiter. View all Jobs in Nigeria Implementation Officer job vacancies in Nigeria