Regional Lead, Client Implementation at Moniepoint Inc.

Job Purpose

• The Implementation Lead is responsible for building, managing, and continuously improving a high-performing regional team of Implementation agents.
• This role drives the strategic execution of Moniebook's customer onboarding programme at scale, ensuring that every new retail customer in the region is successfully activated, trained, and transitioned into a confident, long-term user of the Moniebook solution.
• Operating at the intersection of people leadership, operational excellence, and customer success strategy, the Implementation Lead sets performance standards, develops team capability, removes escalation blockers, and partners cross-functionally with Sales, Product, and Account Management to deliver a world-class onboarding experience.
• Success is measured by team-wide activation rates, time-to-value benchmarks, retention outcomes, and the quality of customer handoffs across the region measure success.

Key Responsibilities
Team Leadership & Performance Management:

• Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement.
• Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets.
• Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them.

Onboarding Strategy & Programme Oversight:

• Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation.
• Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments.
• Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth.

Escalation Management & Issue Resolution:

• Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently.
• Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region.
• Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution.

Cross-functional Collaboration:

• Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins.
• Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention.
• Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer.

Data, Reporting & Insights:

• Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics.
• Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives.
• Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes.

Process Improvement & Innovation:

• Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes.
• Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale.
• Build a feedback loop between frontline agent insights and senior leadership/product decisions to ensure ground-level learnings influence the business.

Qualifications

• Bachelor's Degree in Business, Technology, Operations, or a related field (or equivalent experience).
• 4 - 6 years of experience in customer onboarding, customer success, or implementation roles, with at least 2–3 years in a team lead or people management capacity.
• Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech.
• Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes.
• Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends.
• Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively.
• Deep customer empathy combined with a results-driven orientation.
• Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality.
• Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering.

Preferred Qualifications:

• Experience building or scaling onboarding teams from the ground up in a high-growth technology company.
• Exposure to retail operations, merchant services, or point-of-sale technology.
• Experience designing training curricula, onboarding playbooks, or knowledge management systems.
• Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices.