Post-Sales Delivery & Ops Specialist

About Smartness

We are Smartness, and we support small and medium-sized accommodation providers with solutions to help them fight back against the huge hotel chains. We started in 2020 by providing these companies with a dynamic pricing solution  which increase revenue by on average 30%. Last year, we were named one of Italy’s top start-ups, and are the fastest growing B2B SaaS company in the accommodation space in both revenue and number of clients. Today we are working with over 4000 companies in over 20 countries, and steadily growing. Yet, this is only the start of our journey.
Beyond Smartpricing, we've launched a suite of products over the past few years that is growing by more than 10% month-over-month. Our goal is to become one of the leading global players in our industry.

What Will You Do?

Our technology team built a platform of solutions that will help accommodation providers to optimize how they run their business and communicate more efficiently with their customers.
We are looking for a Post-Sales Delivery & Ops Specialist to manage client onboarding, provide training, and support early account management. You’ll work closely with sales and technical teams to ensure smooth delivery and operations, acting as a proactive and versatile point of contact. The ideal candidate has a strong technical and operational background, excellent communication skills, and a hands-on, problem-solving mindset.
A strong bias toward action and ownership is crucial — this is not a passive support role,but an active driver of post-sales excellence.

You will be responsible for:
 
Customer Onboarding & Training

• Leading onboarding processes for new customers, ensuring they are fully set up and ready to go live
• Delivering personalized training sessions (1:1 or group), both live and recorded
• Monitoring onboarding progress, gathering missing info, and ensuring smooth handover to support or account management

First-Line Account Management

• Acting as the first post-sales point of contact: checking in with new clients, gathering feedback, and ensuring product adoption
• Identifying blockers or issues early and coordinating internal teams to resolve them

Product & Process Operations

• Mapping and continuously optimizing onboarding and delivery processes for scalability
• Documenting playbooks and internal procedures
• Collaborating closely with product, support, and tech teams to streamline implementation

Cross-Functional Coordination

• Ensuring internal alignment between Sales, Customer Support, and Product teams
• Taking ownership of client-facing deliverables (dashboards, training materials, documentation)
• Contributing to product feedback loops based on client conversations

What Are We Looking For?

• 3-7 years of relevant experience in post-sales, delivery, operations, consulting experience or a related roleExperience in SaaS or B2B tech, ideally in hospitality, travel, or vertical software platforms

• Degree in Economics, Engineering, Business, or related fields with a strong theoretical and practical background

• Capability to drive scalable operations by balancing hands-on onboarding execution with building effective processes and systems.

• Capability to drive post-sales excellence by balancing hands-on execution with process and system building, with a strong bias for action and ownership

• Solid technical and operational experience, preferably in post-sales or operations roles, including consulting or tech environments

• Strong project management and process-mapping skills.

• Excellent Italian and English (German is a plus) communication skills with the ability to interact clearly and professionally with clients and internal teams

• Technical understanding sufficient to bridge clients and internal teams effectively in delivery and operations processes

What do we offer?

• Work in a small and top-performing team that moves extremely fast where you are extremely important.

• Work without having to deal with jerks and ego-maniacs.

• The opportunity to join one of the best travel-tech sales teams in Europe.

• A place where your talent can blossom.

• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.

• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.

• Continuous growth – we challenge the status quo, renewing our sales processe