Customer Advisory Consultant

Tribal Group; United Kingdom; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Health Cash Plan

Private Medical Insurance

Employee Assistance Programme

Parental leave

Buy/Sell holiday

Overseas work allowance

E-Learning opportunities

Volunteer Days

Achievers reward platform

Job summary

Tribal Group, a leading EdTech provider in the UK, seeks a Customer Advisory Consultant for our Further Education team to advise colleges on EBS Student Management System and guide digital transformation. You will blend customer success, consultancy and relationship management throughout the lifecycle.

You'll drive adoption, deliver best-practice guidance, and partner with stakeholders to optimise outcomes.

Qualifications

• Experience in software consultancy, customer success, professional services, or a similar customer-facing technology role.
• Experience using ticketing systems and managing support requests in line with SLAs.
• Ability to understand and explain complex software solutions.
• Strong troubleshooting and problem-solving skills.
• Experience delivering training and system guidance remotely and face-to-face.
• Excellent stakeholder management and communication skills.
• Ability to build trusted relationships with customers at all levels.
• Strong organisational skills with the ability to manage multiple priorities.

Responsibilities

• Act as a trusted advisor for a portfolio of FE customers using EBS.
• Drive customer adoption and utilisation of EBS modules and functionality.
• Deliver consultancy and best-practice guidance across student records, funding, attendance, curriculum management, reporting, and learner engagement processes.
• Build strong relationships with senior leaders, MIS teams, and operational stakeholders.
• Conduct regular customer health checks and success reviews.
• Take ownership of customer incidents, service requests and escalations, coordinating with internal teams to drive timely resolution in line with agreed service targets.
• Maintain regular communication with customers throughout the lifecycle of incidents and service requests, ensuring clear expectations and positive customer experiences.
• Support onboarding activities and collaborate with Professional Services teams during implementations.
• Identify opportunities to improve customer outcomes through process optimisation and enhanced system configuration.
• Gather customer feedback and represent the voice of the customer internally.
• Create knowledge content and resources that support customer self-service and success.

Skills

Software consultancy

Customer success

Stakeholder management

Troubleshooting

Training delivery

Communication

Organisational skills

Tools

SQL

PL/SQL

SSRS

REST APIs

Power BI

Job description

Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop, and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences, and delivering successful outcomes.

The Role

At Tribal, we're empowering the world of education through technology that supports student success. As a Customer Advisory Consultant within our Further Education team, you'll become a trusted advisor to colleges and training providers, helping them maximise the value of our EBS Student Management System and supporting them throughout their digital transformation journey.

The Opportunity

We're looking for a customer-focused consultant with experience of enterprise software, student information systems, or the Further Education sector to join our growing Customer Delivery team.

This role combines customer success, consultancy and relationship management with the ownership of customer issues and escalations, ensuring customers receive both strategic guidance and effective operational support throughout their lifecycle with Tribal.

Working closely with FE colleges and learning providers, you'll help customers optimise their use of EBS, through adoption support, training, best‑practice guidance and solution optimisation. You'll build strong stakeholder relationships, proactively identify opportunities for improvement, develop long‑term customer roadmaps and ensure customers realise measurable value from their investment in Tribal solutions.

What You'll Be Doing

• Act as a trusted advisor for a portfolio of FE customers using EBS.
• Drive customer adoption and utilisation of EBS modules and functionality.
• Deliver consultancy and best‑practice guidance across student records, funding, attendance, curriculum management, reporting, and learner engagement processes.
• Build strong relationships with senior leaders, MIS teams, and operational stakeholders.
• Conduct regular customer health checks and success reviews.
• Take ownership of customer incidents, service requests and escalations, coordinating with internal teams to drive timely resolution in line with agreed service targets.
• Maintain regular communication with customers throughout the lifecycle of incidents and service requests, ensuring clear expectations and positive customer experiences.
• Support onboarding activities and collaborate with Professional Services teams during implementations.
• Identify opportunities to improve customer outcomes through process optimisation and enhanced system configuration.
• Gather customer feedback and represent the voice of the customer internally.
• Create knowledge content and resources that support customer self‑service and success.

What We're Looking For

• Experience in software consultancy, customer success, professional services, or a similar customer-facing technology role.
• Experience using ticketing systems and managing support requests in line with agreed service level agreements (SLAs).
• Ability to understand and explain complex software solutions.
• Strong troubleshooting and problem‑solving skills.
• Experience delivering training and system guidance remotely and face‑to‑face.
• Excellent stakeholder management and communication skills.
• Ability to build trusted relationships with customers at all levels.
• Strong organisational skills with the ability to manage multiple priorities.

Highly Desirable

• Experience working with Tribal EBS.
• Experience within Further Education, Adult Learning, Higher Education, or Skills & Training environments.
• Understanding of FE funding, compliance, and student management processes.
• Knowledge of student information systems, MIS platforms, or education technology.
• Experience gathering requirements and producing business cases or process documentation.

Whilst not essential, familiarity with the following technologies would be advantageous:

• SQL / T‑SQL.
• PL/SQL.
• SQL Server Reporting Services (SSRS).
• REST APIs and integration tools such as Postman.
• Reporting and data analysis tools such as Power BI.

What can Tribal offer you?

We offer a range of exceptional benefits to support your wellbeing and work‑life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You'll also have access to E‑Learning opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.

We are proud to be certified as a Family Inclusive Workplace through Working Families, which recognises our commitment to creating an environment that enables employees to balance their responsibilities inside and outside of work. We encourage and support a range of flexible working patterns for all colleagues.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.

Note to all applicants -

Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind,

AI IN RECRUITMENT AND SELECTION

We understand many people use AI tools to help with their applications and we’re comfortable with that when used responsibly. What matters to us is honesty. Please don’t use AI to misrepresent your skills or experience, as it affects fairness and may lead us to withdraw your application. We value authenticity and want to get to know the real you. Please note that all of our formal interviews will be carried out with a strict ‘camera on’ policy and you will be asked to verify your identity as part of the formal interview process.

Recruitment Agencies: Please review our recruitment agency statement here