Implementation Officer – Moniepoint Inc. In Lagos

Implementation Officer – Moniepoint Inc.

📍 Location: Lagos (Hybrid)

About Moniepoint

Moniepoint is Africa’s all-in-one financial ecosystem, delivering payment, banking, credit, and business management solutions.

• Processed $182 billion in 2023
• Nigeria’s largest merchant acquirer
• Mission: Financial happiness for everyone, everywhere

Job Title:

 Implementation Officer

Reports To: Lead, Onboarding

Job Purpose

The Implementation Officer ensures successful onboarding and adoption of Moniebook POS for retail customers.

You will guide customers through their first 30–60 days, helping them set up, understand, and fully integrate the platform into their daily operations. This role bridges sales and customer success, ensuring strong adoption, retention, and long-term value.

Key Responsibilities

1. Onboarding Program Execution

• Design and execute structured onboarding plans
• Define milestones, timelines, and success metrics

2. Product Setup & Configuration

• Guide customers through Moniebook POS setup
• Align configurations with business workflows

3. Training & Enablement

• Deliver live training sessions (one-on-one and group)
• Teach features, workflows, and best practices

4. Adoption Monitoring

• Track usage, transactions, and feature adoption
• Identify at-risk users and provide targeted support

5. Relationship Management

• Build strong, trust-based customer relationships
• Provide responsive and empathetic support

6. Issue Resolution

• Troubleshoot technical and operational issues
• Escalate complex cases while managing expectations

7. Documentation & Knowledge Sharing

• Maintain onboarding records in CRM systems
• Document FAQs, issues, and best practices

8. Account Manager Handoff

• Ensure smooth transition post-onboarding
• Share detailed customer insights and usage patterns

9. Feedback & Product Insights

• Collect feedback and feature requests
• Share insights with Product and Account teams

Qualifications

Required

• 2–4 years experience in:
  • Customer onboarding
  • Customer success
  • Implementation or account management (SaaS/POS preferred)
• Proven ability to onboard users and drive adoption
• Strong communication and presentation skills
• Problem-solving and analytical ability
• Customer-first mindset
• Strong organisation and multitasking skills
• Technical aptitude
• Bachelor’s degree (or equivalent experience)

Preferred

• Experience creating training materials or documentation
• Knowledge of SaaS onboarding or customer success frameworks
• Must be based in areas such as:
  • Ikorodu, Lekki, Ajah, Okota, Isolo, Ojo, Badagry, Alimosho, Ipaja, or Lagos Island

About You

• Customer-obsessed and outcome-driven
• Excellent communicator and trainer
• Empathetic and patient
• Process-driven yet flexible
• Strong problem-solver
• Collaborative team player
• Thrives in fast-paced environments
• Proactive and takes ownership

What Success Looks Like

• 90%+ customers become active users within 30–60 days
• Customers go live within 1–2 weeks
• Adoption of 3+ core features
• 4.5+ onboarding satisfaction rating
• <5% churn within first 90 days
• Smooth handoffs to Account Managers
• Continuous onboarding improvements

What You’ll Get

• People-first culture
• Learning and development opportunities
• Competitive salary + pension + health insurance
• Annual bonus and additional benefits

Hiring Process

1. Recruiter screening
2. Hiring team interview
3. Executive interview

Apply Here

https://job-boards.eu.greenhouse.io/moniepoint/jobs/4827872101