Implementation Officer

AI summary

Moniepoint Incorporated is hiring an Implementation Officer for Enugu (4 openings) on a hybrid, outsourcing basis. The role focuses on onboarding new retail customers onto the Moniebook POS platform through tailored setup, training, and adoption monitoring during the first 30–60 days. Candidates will bridge sales and customer success by driving activation, resolving issues, and ensuring smooth handoffs to Account Managers.

• 4 openings for Implementation Officer in Enugu
• Hybrid work mode with outsourcing employment type
• Focus on onboarding and activating retail customers on Moniebook POS
• Requires strong training, relationship-building, and troubleshooting skills
• Success measured by activation rates, time-to-value, and feature adoption

Original source description

Implementation Officer (Enugu) at Moniepoint Incorporated - Hybrid (4 Openings) | Jobs in Nigeria OK powered by powered by Home Contact About Us Career Coaching Privacy Policy Login/Register Submit a Job Submit a job Today: 14192 Jobs 26 Aug 2026 Implementation Officer (Enugu) at Moniepoint Incorporated – Hybrid (4 Openings) Never Miss a Job Update Again. Click Here to Subscribe We have started building our professional LinkedIn page. Follow Company: Moniepoint Incorporated Location: Nigeria State: Nigeria Job type: Full-Time Job category: Administrative/Secretarial Jobs in Nigeria 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 recruiting to fill the position below: Job Title: Implementation Officer Locations: Enugu North, Nsukka, Enugu South, Enugu East – Enugu Employment Type: Outsourcing Work Mode: Hybrid 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 the 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 the 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 Enugu – Enugu North, Nsukka, Enugu South, Enugu East 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 a <5% churn rate in the 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 You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience. Why join us Competitive compensation, benefits, and career growth opportunities. Support for professional development. Application Closing Date Not Specified. Don't Keep! 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