Implementation Officer (Kano)

About the role

Implementation Officer ensures new retail customers successfully adopt the Moniebook POS system into their daily store operations. Acting as the primary guide during the first 30‑60 days, the role bridges sales and long‑term customer success by configuring the solution, delivering training, and driving product adoption.

Key responsibilities

• Create and execute tailored onboarding plans with clear milestones, timelines and success metrics.
• Guide customers through initial Moniebook POS setup and configuration.
• Conduct live training sessions (one‑on‑one and group) on core features, best practices and operational workflows.
• Monitor usage data, transaction volume and feature adoption; intervene with targeted support for at‑risk customers.
• Build trust‑based relationships with key stakeholders, responding empathetically and solution‑oriented to concerns.
• Provide troubleshooting for technical issues, user errors or configuration challenges and manage escalations.

Required profile

• Strong ability to understand each retailer’s unique operational needs.
• Responsive, empathetic and solutions‑oriented approach to customer concerns.

Required skills