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Regional Lead, Client Implementation

6 hours, 10 minutes ago
Nigeria
Full-time
Senior
Implementation Consultant
Customer and Technical Support
Apply Now
Moniepoint

Moniepoint

Moniepoint offers a comprehensive payments, banking, and operations platform designed to support the growth of businesses and enhance financial accessibility for customers in emerging markets.

Diversified Financial Services
1K-5K
Founded 2015
View All Jobs 49

Description

  • Recruit, onboard, coach, and retain a regional team of Implementation Agents.
  • Set individual and team performance goals tied to activation, adoption, retention, CSAT, and churn reduction.
  • Run regular 1:1s, team reviews, and performance evaluations, and create development plans to close skill gaps.
  • Design scalable onboarding frameworks, milestones, success metrics, and quality standards for all customer segments.
  • Identify ways to streamline onboarding timelines and improve time-to-value without reducing adoption depth.
  • Serve as the first escalation point for complex technical issues, customer situations, and onboarding stalls.
  • Partner with Product, Engineering, Support, Sales, and Account Management to resolve issues and improve handoffs.
  • Track, analyse, and report on onboarding performance data, risks, and improvement trends for senior leadership.
  • Continuously improve onboarding processes, tools, and resources to increase efficiency and customer outcomes.
  • Build feedback loops that bring frontline insights into senior leadership and product decisions.

Requirements

  • 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.
  • At least 2-3 years of experience in a team lead or people management capacity.
  • Proven track record of leading onboarding or customer success teams to achieve activation, adoption, and retention targets.
  • Experience within SaaS, retail technology, or fintech is preferred.
  • Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable.
  • Excellent analytical skills with the ability to interpret customer health data and team performance metrics.
  • Exceptional communication and stakeholder management skills, including presenting to senior leadership and navigating cross-functional relationships.
  • Highly organised, with the ability to manage multiple priorities, projects, and escalations simultaneously.
  • Experience building or scaling onboarding teams from the ground up in a high-growth technology company is preferred.
  • Exposure to retail operations, merchant services, or point-of-sale technology is preferred.
  • Experience designing training curricula, onboarding playbooks, or knowledge management systems is preferred.
  • Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices is preferred.

Benefits

  • Attractive salary.
  • Pension.
  • Health insurance.
  • Annual bonus.
  • Learning-and-development-focused environment.
  • Knowledge sharing, training, and regular internal technical talks.
  • People-first culture that prioritizes employee well-being and inclusivity.

Interested in this position?

Apply directly on the company website

Apply Now

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