Jobs at Kerv

Manage a portfolio of customer accounts as the primary relationship owner. Drive retention, renewals, customer success plans, account growth, customer health, NPS, issue resolution, reporting, business reviews, and training. Represent customer feedback internally, coordinate escalations, collaborate with Marketing and Sales Support, and support customer-related administration. The role is hybrid in Richmond and may require customer or event travel.

Provides Level-1 triage and first-line support for network and security infrastructure. Responsibilities include handling service tickets, troubleshooting incidents, escalating issues according to SLAs, communicating with customers and internet service providers, supporting change requests, documenting technical procedures, and working flexible shifts. The role involves exposure to routing, switching, SD-WAN, firewalls, monitoring, DNS, DHCP, and ITSM platforms.

Provide advanced out-of-hours support for customer network and security environments. Troubleshoot SD-WAN, firewall, routing, switching, ISP, and security incidents; handle P1/P2 emergencies; implement changes and project tasks; perform upgrades and hardware replacements; manage ISP circuits; and maintain technical documentation. The role is remote, UK-based, and requires night-shift work with independent customer support and incident resolution.

Own Kerv’s social media presence across LinkedIn, YouTube, and Glassdoor; plan content, grow channels, track performance, and report on results. Write and optimize website, SEO, email, CRM, internal communications, and demand-generation content. Create branded assets in Canva, build website pages in WordPress or similar tools, and collaborate with marketing, communications, and practice teams to deliver consistent content and improve engagement, traffic, and conversions.

Leads the Connected Cloud marketing strategy, budget, campaigns, partner marketing, and pipeline performance. Owns demand generation, account-based marketing, proposition marketing, MDF funding, sales alignment, CRM reporting, and campaign optimisation. Works with sales, solutions, leadership, and strategic technology partners to generate qualified pipeline and support growth across target sectors.

Sell Microsoft business applications, Azure, open-source and AWS software and professional services into Public Sector accounts. Lead complex, C-suite sales campaigns (£500k-£2M+), develop accounts and pipeline, forecast accurately, write propositions/bids for structured procurements, manage virtual teams, and deliver quarterly and annual sales targets while positioning AI-enabled and data-driven solutions to translate capability into measurable business value.

Provide pre-sales technical leadership and advisory services across cloud, workplace, networking and security. Lead workshops and discovery, design end-to-end managed service solutions, produce solution architectures, SOWs and commercial inputs, support proposals/RFPs/pricing/licensing, and ensure solutions are deliverable, supportable and profitable through collaboration with sales, delivery and operations.

Provide advanced triage, incident response, and change implementation for complex customer network and security environments. Troubleshoot SD-WAN, routing (OSPF/BGP/MPLS), firewalls, IPS/IDS, switching, DDI and ISP circuits. Act as escalation for junior engineers, maintain documentation, liaise with providers, participate in on-call rota, and lead implementation of change requests and project tasks.

Process high-volume supplier invoices end-to-end, reconcile supplier statements and company cards, prepare weekly payment runs, maintain month-end AP reporting and aging analysis, investigate PO mismatches, support audits, and assist the AP team with research and reconciliations.

Supports digital transformation projects by eliciting and documenting requirements, translating them into user stories and acceptance criteria, mapping processes and user journeys, and managing delivery backlogs. Collaborates with stakeholders, Product Owners, architects, developers, and customers in Agile environments. Supports sprint planning, testing, demonstrations, and user acceptance testing while ensuring requirements remain traceable and deliver business value.