Implementation Officer (Abuja)

We are recruiting to fill the position below:

Job Title: Implementation Officer

Locations: Abuja Municipal, Bwari, Kuje, Gwagwalada - Abuja (FCT) - Hybrid
Employment Type: Outsourcing
Reports to: Lead, Onboarding

About You

• You're naturally empathetic and patient; you understand that change is hard and meet customers where they are with understanding and support.
• You take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it.
• 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 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 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.

Job Purpose

• 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.
• Activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers measure success.
• 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.
• The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences.

Key Responsibilities

• 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.
• 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.
• Product Setup & Configuration: Guide customers through initial Moniebook POS setup.
• 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 improvements to product development and the onboarding process.
• 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.
• 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.
• 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.
• 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.
• 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.

What Success looks like in this Role

• Account Managers rate your handoff documentation and communication as excellent, enabling a seamless transition to long-term retention.
• Customers you onboard show 5% churn rate in first 90 days post-onboarding, indicating strong early-stage retention.
• You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience.
• Customers actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions
• Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup).
• 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days.
• Achieve a 4.5+ average rating score on post-onboarding surveys.

Requirements
Qualifications:

• Must have completed NYSC or possess a valid exemption / exclusion certificate.
• Excellent communication and presentation skills with ability to train diverse audiences.
• 2-4 years of experience in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems).
• Technical aptitude and comfort with software tools.
• Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences.
• Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions.
• Self-motivated, proactive, and adaptable, comfortable working independently and taking ownership of customer outcomes.
• Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously while maintaining quality.
• Proven track record of successfully onboarding customers to software platforms and driving product adoption.
• 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.
• The candidate should be based in FCT Abuja - Abuja Municipal, Bwari, Kuje, Gwagwalada.
• Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices.

What We Can Offer You

• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.
• 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.

How to Apply
Interested and qualified candidates should:
Click here to apply online

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with a member of our executive team.
• An interview with the hiring team.