About the Role
Moniepoint is a leading financial technology company digitising Africa's real economy by building a robust financial ecosystem for businesses, offering payment, banking, credit, and business management tools that help them thrive. We are looking for a passionate and customer-focused Implementation Officer to join our Onboarding team in Edo State, ensuring new retail customers successfully adopt Moniebook POS into their daily operations.
As an Implementation Officer, you will serve as the primary guide for customers during their critical early adoption phase, transforming newly signed merchants into confident, active users who derive maximum value from the platform within their first 30-60 days. You will bridge the gap between sales and long-term customer success, ensuring seamless onboarding, effective training, and strong product adoption.
Key Responsibilities- Design and execute tailored onboarding plans that guide customers from signup to full operational usage, with clear milestones and success metrics
- Guide customers through initial Moniebook POS setup and configuration to fit their unique business workflows
- Conduct engaging live training sessions (one-on-one and group) to educate retail staff on core features, best practices, and workflows
- Monitor usage data, transaction volume, and engagement signals to identify at-risk customers and intervene proactively
- Build trust-based relationships with key stakeholders, responding with empathy and solutions-oriented support
- Provide troubleshooting support for technical issues and escalate complex challenges to Product/Engineering teams while managing customer expectations
- Maintain accurate records of customer interactions, onboarding progress, and issues in CRM/CS platforms
- Execute smooth handoffs to Account Managers, providing full context on customer goals, usage patterns, and ongoing concerns
- Capture and share customer feedback, feature requests, and competitive insights with Product and Account Management teams
- 2-4 years of experience in customer onboarding, customer success, implementation, or account management, 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 to diagnose customer challenges and recommend effective solutions
- Customer-first mindset with a genuine passion for helping people succeed
- Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously
- Self-motivated, proactive, and adaptable, comfortable working independently
- Technical aptitude and comfort with software tools
- Bachelor's degree in Business, Technology, Communication, or a related field (or equivalent work experience)
- Must be based in Edo State - Ikpoba Okha, Oredo, Etsako West, Ovia North, or Uhunmwonde
- Opportunity to work with a fast-growing fintech company transforming Africa's real economy
- Collaborative, dynamic, and fast-paced work environment
- Professional growth and continuous learning opportunities
- Exposure to cross-functional teams including Sales, Product, and Customer Success