Jobs at Moniepoint Inc.

Job Purpose

• Supports the execution of Moniepoint’s Talent & Performance strategy by helping to operationalise career frameworks, development planning, performance reviews, and internal mobility.
• This is a hands-on role that partners closely with People Business Partners, team leads, and the wider People team to embed scalable, practical talent practices.

Key Responsibilities

• Maintain and continuously improve job rubrics and career progression frameworks
• Support the rollout and tracking of development plans, learning tracks, and growth conversations across teams
• Coordinate the quarterly performance review process, including reminders, data gathering, and feedback documentation
• Analyse feedback, review data, and surface trends or insights to the Head of Talent & Performance Management
• Respond to questions and support managers and HRBPs with tools and resources
• Support the implementation of Lattice’s features and other systems used in performance or development workflows
• Help document, test, and improve talent processes with a mindset of continuous improvement
• Support the execution of employee listening initiatives, including surveys, feedback channels, and insight reporting, to help identify employee needs and improve the overall employee experience.

Qualifications

• 3–4 years of experience in HR, People Ops, Talent Management, or Learning & Development
• Proven experience building performance frameworks and career paths
• Background in tech companies and fast-growth environments
• Experience leading cross-functional talent initiatives.

Preferred Qualifications:

• Experience in a scale-up or startup environment
• Exposure to performance management cycles, career frameworks, or internal mobility programs
• Familiarity with platforms like Lattice, CultureAmp, BambooHR, or similar tools.

About You

• You’re energised by clean processes, structured templates, and organised systems — but you’re flexible enough to adapt as we grow
• You communicate clearly, follow through, and keep things tidy and well-documented
• You’re a self-starter — proactive, reliable, and able to get things moving without waiting for perfect instructions
• You ask questions, seek clarity, and don’t settle for “I guess that’s how it’s done”

You care about doing things well and fairly, not just checking boxes.

go to method of application »

Job Purpose

• The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences. 
• 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.
• 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.

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.
• Product Setup & Configuration: Guide customers through initial Moniebook POS setup.
• 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.
• 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.
• 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 CRM/CS platform. Document common customer questions and best practices to improve onboarding resources and internal knowledge base.
• 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.
• 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.

Qualifications

• 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
• 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

Preferred Qualifications:

• Experience creating training materials, documentation, or knowledge base content
• Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices
• The candidate should be based in either Rivers - Obio/Akpor / East-West Rd, Iwofe / Ada George.

About You:

• 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 naturally empathetic and patient, you understand that change is hard and meet customers where they are with understanding and support
• 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 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
• 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:

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