Implementation Officer (Lagos)

Responsibilities

• 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
• Guide customers through initial Moniebook POS setup
• 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
• 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
• Build strong, trust-based relationships with key stakeholders during the onboarding period
• Be responsive, empathetic, and solutions-oriented in addressing concerns and questions
• 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
• 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
• 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
• 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

Requirements

• 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)
• Experience creating training materials, documentation, or knowledge base content (preferred)
• Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices (preferred)
• The candidate should be based in either Ajah, Ibeju Lekki, or Sangotedo (preferred)

Benefits

• 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
• Learning- and development-focused environment with an emphasis on knowledge sharing and training
• Attractive salary, pension, health insurance, and an annual bonus, plus other benefits