About the Role
Join Moniepoint as an Implementation Officer and play a critical role in transforming newly acquired retail customers into confident, active Moniebook POS users. As the bridge between sales and long-term customer success, you will design tailored onboarding experiences, provide hands-on training, and monitor adoption metrics to ensure customers derive maximum value from our platform during their crucial first 60 days of operation.
Key Responsibilities- Design and execute customized onboarding plans with clear milestones, timelines, and success metrics for each retail customer
- Guide customers through Moniebook POS setup, configuration, and initial system integration
- Conduct engaging one-on-one and group training sessions for retail staff on core features, best practices, and workflows
- Monitor customer usage data, transaction volumes, and feature adoption; proactively intervene with at-risk customers
- Build trust-based relationships with key stakeholders and address concerns with empathy and solutions-oriented support
- Troubleshoot technical issues and escalate complex problems to Product/Engineering teams while maintaining customer communication
- Document customer interactions, configurations, and insights in CRM systems to build organizational knowledge
- Execute smooth handoffs to Account Managers with comprehensive context on customer goals and usage patterns
- Capture and share customer feedback and competitive insights to inform product improvements
- 2-4 years of experience in customer onboarding, customer success, implementation, or account management (SaaS, retail tech, or POS experience preferred)
- Completed NYSC service or possess valid exemption/exclusion certificate
- Proven track record of successfully onboarding customers to software platforms and driving adoption
- Excellent communication, presentation, and training abilities with diverse audiences
- Strong problem-solving and analytical skills with customer-first mindset
- Highly organized, detail-oriented, and capable of managing multiple projects simultaneously
- Self-motivated, proactive, adaptable, and comfortable working independently
- Technical aptitude with software tools and platforms
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent experience)
- Based in Abia state (Aba North, Aba South, or Umuahia North)
- Someone deeply customer-obsessed who measures success by client outcomes
- An exceptional teacher who explains complex concepts in simple, accessible language
- A process-driven professional who balances structured frameworks with flexibility
- A resourceful problem-solver who thrives in dynamic, fast-paced environments
- A collaborative team player who works seamlessly across Sales, Product, and Support teams