Moniepoint · Rivers
Implementation Officer (Rivers)
Who We Are Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, ...
Who We Are
Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments,
banking, credit, cross-border, and business management tools each month.
As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries,
Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.
What We Do
At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage
artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring
every transaction is secure.
Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of
innovation, teamwork, and growth.
Job Title: Implementation Officer
Reports To: Lead, Onboarding
Location: Rivers State - Obio-Akpor, Port Harcourt, and Ikwerre
Work Mode: Hybrid
Employment Type: Outsourcing
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 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 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 Rivers State - Obio-Akpor, Port Harcourt, and Ikwerre
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 <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 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
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.
- Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training.
- Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.
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.
Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment
for all employees and candidates.
Role
Implementation Officer (Rivers)
Category
Moniebook Business Management Tools
Locations
Published
July 16
Deadline
August 16