Implementation Officers (Ogun)

We are recruiting to fill the position below:

Job Title: Implementation Officer

Locations: Ido, Egbeda, Lagelu and Ogbomoso North - Oyo
Employment Type: Outsourcing
Work Mode: Hybrid

Job Purpose

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

Key Responsibilities

• 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.
• 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.
• 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.
• 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 product development and onboarding process improvements.
• 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.
• Product Setup & Configuration: Guide customers through initial Moniebook POS setup.
• 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.
• 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.
• Documentation & Knowledge Sharing: Maintain accurate records of customer interactions, onboarding progress, configuration details, and issues in the CRM/CS platform. Document common customer questions and best practices to improve onboarding resources and internal knowledge base.

Qualifications

• 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
• Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences
• Technical aptitude and comfort with software tools
• Excellent communication and presentation skills with the ability to train diverse audiences
• Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
• 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
• Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions

Preferred Qualifications:

• Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices
• The candidate should be based in Ogun State -Ido, Egbeda, Lagelu, Ogbomoso North
• Experience creating training materials, documentation, or knowledge base content

About You:

• You're process-driven but flexible; you follow structured onboarding frameworks while adapting to each customer's unique needs and pace
• You're a team player who collaborates seamlessly across Sales, Product, Support, and Account managers to deliver great customer experiences
• You're naturally empathetic and patient; you understand that change is hard and meet customers where they are with understanding and support
• You're energised by fast-paced, dynamic environments where no two days are the same and continuous learning is the norm
• You're an exceptional teacher and communicator who can explain complex concepts simply and make technology accessible to non-technical users
• 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 take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it

What Success Looks Like

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

What we can offer you

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

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

What to expect in the hiring process

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