• 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 improvements to product development and the onboarding process.
  

Qualifications

• 2-4 years of experience in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems)
  
• Must have completed NYSC or possess a valid exemption/exclusion certificate.
  
• 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
  
• Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)