Jobs at Moniepoint Inc.

Job Purpose

• The Category Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding.
• This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners.
• Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness.
• Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.

Key Responsibilities

• Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success.
• Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions.
• Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness.
• Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn.
• Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period.
• Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value.
• Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout.
• Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy.
• Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered.
• Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact.

Qualifications

• At least 3 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
• Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
• Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
• Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
• Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
• Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
• Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
• Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
• Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
• Must reside in Port Harcourt.

About You:

• You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements
• You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
• You're proactive and anticipatory, you don't wait for problems to escalate; you spot early warning signs and intervene before customers consider leaving
• You're commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers
• You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
• You're organised and disciplined, you manage your book of business methodically, follow through on commitments, and never let important details slip through the cracks
• You're collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
• You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow

What Success Looks Like

• Maintain >95% gross retention rate (GRR) across your customer portfolio, with proactive churn prevention strategies that keep customers engaged long-term
• Maintain >80% active rate across your customer portfolio
• Consistently identify and close upsell/cross-sell opportunities that drive 10-15% net revenue retention (NRR) growth annually within your accounts
• Drive measurable increases in feature adoption across your accounts, with customers actively using 4+ core Moniebook capabilities that maximise platform value
• Execute timely, friction-free renewals with 100% on-time contract completion and minimal escalations to leadership
• Your customers become promoters, willingly providing references, testimonials, case studies, and referrals that support sales and marketing efforts
• You regularly share customer insights that influence product decisions, contribute to CS process improvements, and mentor junior team members to elevate overall team performance

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 opinions carry weight and where all voices are heard. We value and respect each other and always 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, training, and regular internal technical talks.
• Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the operations lead.
• A behavioural and technical interview with the business lead.

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About the role

• The Senior QA Engineer role plays an important part in our company’s product development process.
• Our ideal candidate will be responsible for conducting tests before product launches to ensure software runs smoothly and meets client needs while being cost-effective.

What you’ll get to do

• Collaborate closely with product managers and developers to understand product requirements and design specifications.
• Develop and implement a comprehensive test strategy and detailed test plans.
• Author thorough functional and integration test cases; coordinate reviews with developers, product managers, and business stakeholders to identify gaps and complex scenarios.
• Execute test cases, publish test reports, and communicate results with product and business stakeholders.
• Track and report quality metrics such as defect density, test coverage and open defect counts.
• Design and develop robust test automation approach.
• Own all aspects of testing, test scripts development, and configuration management.
• Create mocks and stubs to enable isolated component & integration testing.
• Act as the primary point of contact for Product Managers and Developers to ensure requirements are testable and understood.

To succeed in this role, we think you should have

• Bachelor’s degree in computer science or a related engineering discipline.
• 7+ years of experience in Quality Engineering.
• Proven ability to write clear, concise, and comprehensive test plans, and approaches.
• Strong programming skills in Java/TypeScript/JavaScript with a focus on test automation.
• Strong experience in testing APIs, microservices, mobile native, and web applications.
• Strong knowledge of SQL, NoSQL databases, and pub-sub technologies.
• Proficiency in working with Linux/Unix environments and cloud infrastructure (GCP, Docker).
• Experience in non-functional testing, including performance, security, and monitoring/alerting.
• Knowledge of CI/CD pipelines (Jenkins / GitHub Actions / Harness).
• Familiarity with Jira, Test case management, Postman, Playwright/Selenium, RestAssured.
• Strong experience in Agile/Scrum methodologies.
• Excellent problem-solving, troubleshooting, and debugging skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams.

What to expect in the hiring process

• Initial phone screening with the Recruiter.
• Panel interview with members of the Quality Assurance team.
• Technical interview with the Functional Lead.
• Final behavioral and technical interview with a member of the Executive team.

Note: All interview stages will be conducted virtually.

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About the role

• We are seeking a detail-oriented and analytically rigorous Security & Technology Risk Analyst to join our Information Security Assurance Team at Moniepoint.
• In this role, you will be instrumental in identifying, monitoring, and reporting on security and technology operational risks across our fintech ecosystem.
• You will translate complex risk data into actionable intelligence that enables executive leadership to make informed strategic decisions while ensuring our organization maintains the highest standards of regulatory compliance and operational resilience. As a financial technology company, trust and security are foundational to our brand.
• Your work directly contributes to Moniepoint's ability to safely expand into new markets, launch innovative products, and maintain the confidence of our customers and stakeholders.

Key Responsibilities

• Conduct comprehensive risk assessments across security and technology domains (cloud, network, infrastructure, product, endpoint, third-party) using NIST Risk Management Framework, FAIR methodology, and qualitative/quantitative analysis methods.
• Perform Business Impact Analysis (BIA) on critical systems to determine Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO), collaborating with process owners to validate findings and maintain documentation as business operations evolve.
• Administer and maintain the security risk register with current and historical records, ensuring comprehensive documentation and audit evidence for regulatory examinations and internal/external audits.
• Guide development and documentation of risk treatment plans aligned with enterprise risk appetite, collaborating with cross-functional stakeholders (Engineering, Legal, DevOps, IT, Security) on prioritization, execution strategies, and integration into product development and operational processes.
• Track and validate execution of risk treatment plans, monitoring completion rates, escalating delays, and ensuring residual risk remains within tolerance levels while adjusting plans as needed based on mitigation and remediation progress.
• Design and maintain quantifiable risk metrics across exposure measurement, control effectiveness assessment, and risk treatment progress tracking for executive decision-making, with continuous monitoring against organizational risk appetite thresholds via real-time dashboards and reporting.
• Analyze emerging threats and regulatory changes to proactively surface new risks and support strategic initiatives including market expansion and new product launches.
• Ensure all security and technology risk management activities adhere to applicable financial regulations, industry standards, and relevant frameworks (ISO 27001, SOC 2, PCI-DSS, NDPA, NIST, FAIR).
• Support security teams in evaluating third-party and vendor risks, ensuring alignment with organizational security standards and conducting ongoing risk assessments as part of the vendor management program.
• Communicate risk findings, assessments, and recommendations in business-relevant terms to stakeholders at all levels, translating technical risk concepts into actionable intelligence for executive leadership and operational teams.

Required Qualifications

• Bachelor's degree in Computer Science, Information Security, Risk Management, Engineering, or related field.
• 5+ years of professional experience in operational risk management, cybersecurity risk, or technology risk assessment.
• Demonstrated experience conducting risk assessments, threat analysis, or vulnerability management.
• Experience developing risk metrics, KPIs, or dashboards for executive audiences.
• Familiarity with risk management frameworks (e.g., NIST Cybersecurity Framework, ISO 27001 or similar)
• Experience in financial services, fintech, or regulated industries preferred.
• Proficiency in risk assessment methodologies and qualitative/quantitative analysis
• Knowledge of business continuity and disaster recovery planning principles

Preferred Qualifications:

• Professional certifications: CISM, CRISC, or equivalent risk/security certification.
• Experience with fintech, banking, or other highly-regulated industries

What to expect in the hiring process

• A preliminary phone call with the recruiter 
• A Panel Interview
• A behavioural and technical interview with a member of the Executive team.