Implementation Officer

AI summary

Moniepoint Incorporated is hiring an Implementation Officer based in Jos North, Plateau State, Nigeria. This hybrid, outsourcing role focuses on onboarding new retail customers onto the Moniebook POS platform, driving product adoption, delivering training, and ensuring smooth handoffs to account managers within the first 30-60 days.

• Hybrid work mode with outsourcing employment type
• Based in Jos North, Plateau State, Nigeria
• Focus on customer onboarding and product adoption for Moniebook POS
• Requires strong problem-solving, collaboration, and communication skills
• Reports to Lead, Onboarding

Original source description

Implementation Officer (Plateau) at Moniepoint Incorporated - Hybrid ⏲ Sep 11, 2026, 11:05 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 Location: Jos North, Plateau Employment Type: Outsourcing Reports To: Lead, Onboarding Work Mode: Hybrid Job Purpose 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. About You: 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're deeply customer-obsessed; you measure your success by your customers' success and genuinely care about their outcomes You're process-driven but flexible; you follow structured onboarding frameworks while adapting to each customer's unique needs and pace You take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it. 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 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 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) You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience: 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 actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions Qualifications Proven track record of successfully onboarding customers to software platforms and driving product adoption 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 Bachelor's Degree in Business, Technology, Communication, or related field (or equivalent work experience) Must have completed NYSC or possess a valid exemption/exclusion certificate. 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) 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 Plateau - Jos North. Experience: creating training materials, documentation, or knowledge base content How to Apply Interested and qualified candidates should: Click here to apply online View all Jobs in Nigeria Implementation Officer job vacancies in Nigeria