Infinity

Job Focus: Pre to Post Sale Engineering for SaaS Salary: 60-65k, OTE Scheme 10% base Location: Reigate/Manchester Department: Product Activation Reports to: Solutions Engineer Team Lead Job Type: Full Time, Permanent Working Pattern: 2 days per week onsite 4.5 day working week (Half day Fridays) About Us When it comes to helping marketing, sales, and customer service teams make smarter business decisions with call intelligence - Infinityleads the way. Since 2011, enterprises across the world have been using our call tracking and speech analytics tools to optimise marketing campaigns, improve sales performance, streamline contact centre operations, and improve experiences for their customers. If you want to be part of a forward-thinking, progressive team, at the forefront of tech and growing AI innovations, there's never been a better time to join Infinity. About the Role As a Solutions Engineer, you'll be a trusted technical advisor and partner to staff and customers across the customer journey, spanning new business and onboarding to ongoing technical success. This role is about perfectly balancing technical diligence with commercial prowess and intuition, helping prospective and existing customers get maximum value from our call tracking and intelligence platform. You'll play a critical role in revenue generation by translating product features into meaningful business value in commercial conversations, helping prospects and customers understand how our capabilities directly support their goals and drive ROI. You'll support innovation through exploring new capabilities that solve real customer problems - including crafting proof of concepts (POCs), utilising new and emerging AI technologies, and initiating early stage technical solutions that can evolve into productised features. Key Responsibilities Driving Growth as a partner to Sales and Customer Success Managers you will: Translate customer/prospect needs into tailored solution proposals with clear technical documentation (e.g. SOW's or CSD support), inc diagrams and success criteria Facilitation of business cases that articulate ROI, ensuring commercial proposals are anchored in outcomes, not just technical capabilities Facilitation of technical requirements such as RFP's, RFI's, and InfoSec Lead discovery sessions to uncover technical requirements, constraints, and opportunities, removing risk, ambiguity Deliver compelling product demos, proof-of-concepts, and solution walk-throughs to prospects and existing customers Ensure seamless handoff from sales to onboarding, managing expectations, scope, minimising customer effort and setting up onboarding and long term success Enabling Success as a partner to Onboarding, Support and Success Managers you will: Assist the onboarding team with any advanced or custom implementation requirements, including API usage, call routing logic, tracking setup, and integrations. Document and communicate customer requirements and technical configurations clearly to internal teams Act as a trusted technical advisor for customers especially during escalated or high-impact scenarios requiring complex troubleshooting or solution design Proactively identify and facilitate adoption of advanced product solutions to boost customer maturity, value, and stickiness Support the creation of knowledge base articles, guides and other documentation relating to technical product solutions, both for customers and internal teams Fostering Innovation as a partner to Product, Engineering and Commercial teams you will: Proactively identify and collaborate to bring through new and exciting solutions that can translate into meaningful customer and business value Craft POCs and initiate early stage technical solutions to test and validate Champion customer needs and insights during product ideation and roadmap planning Partner with relevant teams especially Product and Engineering to raise and aid resolution of matters impacting quality, scale, efficiency of new and existing solutions About You You have a background in solutions engineering, technical consulting, or sales engineering in a SaaS, martech, or analytics environment. Thrive in a high energy, growth focused environment Enjoy working cross functionally - with Sales, Success, Product and Engineering A proactive problem solver who takes ownership and thrives in customer facing roles Always looking to develop yourself and your skills, a curiosity and drive to improve Bring positivity and resilience to your work, and help foster a culture of accountability, humour, and support Care about doing meaningful work and want to be part of a business where people and performance both matter Required Experience 3+ years in a customer facing technical role (Solutions Engineer, Presales, Technical Consultant, etc.) Strong understanding of SaaS technologies - especially APIs, data platforms, CRM integrations, and analytics. Experience with web technologies (e.g. JavaScript, tracking snippets, webhooks) and marketing tech is a plus. Comfortable with light scripting or data query logic is a bonus (e.g. SQL, Python, etc.) Experience contributing to product innovation or building POCs is highly desirable. Why Join Us? Work at the forefront of AI powered marketing analytics and call intelligence. Play a key role in shaping commercial outcomes and product evolution. Collaborate with passionate, expert teams across the UK and US. Hybrid and flexible working, plus opportunities for professional growth and development. Benefits you can enjoy Work/balance:4 and a half day working week - Every Friday is a half day 25 days holiday (with the option to buy up to an additional 5 days per year) Private single medical insurance Employee Assistance Programme Life Assurance (4x Salary) Enhanced Maternity and Paternity Pay Tech Scheme Loan (of up to £2,000 per year) Ride to Work Scheme Season Ticket Loan Dedicated annual company and team social budget At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you

Salary: 35k-45k - Dependent on Experience Location: Flexible: Manchester/Reigate/Hybrid Job type: Full time Working Pattern: 2 days per week onsite 4.5 day working week (Half day Fridays) About Us Infinity is a market-leading advanced analytics and call-tracking service working with some of the world's most well-known brands. As a company, we're ever evolving, using cutting edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call tracking provider in the world. There's never been a better time to join Infinity. About the job The Test Engineer role here at Infinity is intended to combine manual and automated testing responsibilities. The individual who fills this role will work closely with Agile sprint teams, supporting all testing requirements throughout the development lifecycle, from Product Refinement sessions, to testing User Acceptance Testing. The Test team work on creating a test automation framework for utilisation in continued development processes, maintaining comprehensive coverage of high priority aspects of the system architecture, so experience with modern test software is highly desirable. About You You enjoy working in an Agile environment and actively participate in backlog refinements, sprint planning, daily stand ups, and demos. You are a proactive problem solver with strong attention to detail and a focus on delivering quality. You are comfortable working across both manual and automated testing disciplines. You thrive in a collaborative environment and can adapt to changing priorities. You are keen to learn new tools and technologies. You have a passion for improving processes and contributing to team success. Key Responsibilities Collaborate with Agile teams to define acceptance criteria, refine user stories, and ensure test coverage aligns with business requirements. Design, develop, and maintain automated test frameworks for web applications, APIs, and microservices using modern tools (Cypress, Playwright). Perform exploratory and manual testing where automation is not feasible, ensuring usability and functional quality. Integrate automated tests into CI/CD pipelines, enabling continuous testing and rapid feedback loops. Monitor and analyse test results, providing actionable insights to developers and stakeholders. Drive quality practices such as shift left testing, test driven development (TDD), and behaviour driven development (BDD) where applicable. Contribute to performance, security, and accessibility testing, ensuring compliance with standards and best practices. Maintain test environments and data, ensuring consistency and reliability across test runs. Champion quality culture by mentoring team members, sharing best practices, and advocating for automation first strategies. Participate in root cause analysis for defects and collaborate on preventive measures. Stay current with emerging tools and technologies, recommending improvements to enhance test efficiency and coverage. Assist the Head of Test where necessary, providing support on strategic initiatives, reporting, and quality improvements. Essential Skills 2+ years in a testing role with both manual and automation experience. Hands on experience with Test Automation tools (Cypress and Playwright preferred). Proficiency in at least one programming language (JavaScript/TypeScript preferred). Experience with API testing tools (e.g., Postman). Strong understanding of Agile methodologies. Good communication and problem solving skills. A desire to develop your own personal skills and continuously improve your capabilities. Desirable Skills Experience with cloud based services (AWS preferred). Knowledge of CI/CD pipelines and test integration. Familiarity with performance and security testing. Understanding of PCI compliance, ISO 27001, and GDPR practices. Benefits you can enjoy 4.5 day working week (Half day every Friday 1pm finish) 25 days holiday (with the option to buy up to an additional 5 days per year) Private single medical insurance Employee Assistance Programme Life Assurance (4x Salary) Enhanced Maternity and Paternity Pay Tech Scheme Loan (of up to £2,000 per year) Ride to Work Scheme Season Ticket Loan Dedicated annual company and team social budget At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you

Salary: Dependent on Experience Location: Flexible: Reigate or Manchester area Job type: Full time Working Pattern: 2 days per week onsite 4.5 day working week (Half day Fridays) About Us Infinity is a market-leading advanced analytics and call-tracking service working with some of the world's most well-known brands. As a company, we're ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There's never been a better time to join Infinity. Profile of Role We are seeking a highly motivated individual to join our Customer Success team as a Customer Success Manager. In this role you will be responsible for your allocated customer book, managing renewals and commercial conversations with customers across different sectors ranging from SMB to large volume agencies. You will be the voice of the customer and provide continual feedback to our product and development teams. About you The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met. Key Responsibilities Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand infinity products/services across your customers teams and markets Monitor the health of your customer book though tactics such as reviewing levels of customer engagement and risk scoring. Deliver the service offer to customers such as touch in calls, account and audit reviews and create account & success plans for certain higher value customers. Have commercial responsibility for customers that you engage with e.g. pricing, packages, renewals, cross/upsells etc. Help onboard new customers and realise value as quickly and effortlessly as possible (time to first value). Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. for your customers Support or lead internal tasks and projects including timely and through production of reports and forecasts as required for the Customer Success function Produce reports and forecasts as required for the Customer Success function, ensuring opportunities are kept up to date with relevant date and stages. Be the voice and customer advocate across the business, working closely with Product, Marketing, Sales and CX teams to ensure we are reviewing customer needs and prioritising where we think we can gain the most value across the client base Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies Key Skills & Behaviours 2+ years of experience in a B2B software account management or customer success role Proven experience effectively managing a large book of SME & Enterprise customers Good presenter & communicator, able to structure and deliver presentations such as account reviews and QBR's. Time management and prioritisation skills which are linked to 'work ethic'. There will be times where this role will require early starts, late finishes, extra work to meet tight deadlines, time management is key in terms of setting multiple meetings in 1 day, thus making the best of time Knowledge of most standard desktop software applications e.g. excel, word, outlook etc Excellent comms skills inc. telephone manner, with strong written and oral communication skills - fast and effective communicator via all channels Strong experience and understanding of online marketing A valued team member who upholds Infinity values and professional integrity Ability to use own initiative and think 'outside the box' Customer focused individual who is self-motivated Ability to build strong trusted relationships at any level of seniority Strives to continuously raise standards e.g. what should a CSM review deck look like, does it work, how could it work better. This requires a proactive mindset Self-starter mentality who controls their own destiny Beneficial but not essential Experience in using Salesforce Experience of call tracking systems Experience of SaaS business Experience of contact centre environments Second language, ideally German, French or Italian At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you.

A leading analytics and call-tracking service is seeking a Customer Success Manager to join their team in the Manchester area. The role involves managing a portfolio of customers, ensuring retention and service delivery, while contributing to the customer experience improvement. Candidates should have 2+ years in B2B software account management, strong communication skills, and the ability to build trusted relationships. This position offers flexible working arrangements and a chance to be part of a fast-growing company.