Regional Lead, Client Implementation Moniepoint
• Responsibilities:
• Team Leadership & Performance Management
• Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement.
• Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets.
• Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them.
• Onboarding Strategy & Programme Oversight
• Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation.
• Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments.
• Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth.
• Escalation Management & Issue Resolution
• Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently.
• Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region.
• Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution.
• Cross-functional Collaboration
• Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins.
• Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention.
• Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer.
• Data, Reporting & Insights
• Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics.
• Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives.
• Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes.
• Process Improvement & Innovation
• Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes.
• Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale.
• Build a feedback loop between frontline agent insights and senior leadership/product decisions to ensure ground-level learnings influence the business.
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, with at least 2–3 years in a team lead or people management capacity.
• Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech.
• Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes.
• Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends.
• Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively.
• Deep customer empathy combined with a results-driven orientation.
• Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality.
• Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering.
• Experience building or scaling onboarding teams from the ground up in a high-growth technology company.
• Exposure to retail operations, merchant services, or point-of-sale technology.
• Experience designing training curricula, onboarding playbooks, or knowledge management systems.
• Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices.
• About You
• You are a natural leader who takes genuine pride in developing the people around you, and you measure your success by the success of your team and your customers.
• You are strategic and execution-focused; you can zoom out to design the right system and zoom in to resolve a customer escalation on the same day.
• You bring calm, clarity, and decisiveness under pressure. When things go wrong, your team looks to you and finds confidence, not panic.
• You are deeply data-literate; you use numbers to tell stories, make decisions, and hold yourself and your team accountable.
• You are a collaborative partner who builds trust across functions, Sales, Product, Support, and Account Management, and all see you as an ally, not a blocker.
• You thrive in environments where the playbook is still being written, and you take ownership of writing it.
• You are customer-obsessed at scale, even as you move further from direct customer interaction, you never lose sight of the human beings behind the metrics.
• What Success Looks Like
• Your regional team consistently achieves 90%+ customer activation rates within the 30–60 day onboarding window, month over month.
• Average time-to-live for customers in your region is at or below the 1–2 week target, with no systemic delays attributed to onboarding execution gaps.
• Regional post-onboarding CSAT scores average 4.5+
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