Education Tech Customer Advisory Consultant

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

Job summary

Tribal Group is seeking a Customer Advisory Consultant for the Further Education sector to maximise value from EBS Student Management System and guide customers through digital transformation.

You will combine customer success, consultancy and relationship management to own incidents, support requests and escalations, delivering strategic guidance and operational support throughout the lifecycle.

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.

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

Stakeholder management

Communication skills

Training delivery

Problem solving

Customer success

Relationship management

Tools

SQL / T-SQL

PL/SQL

SSRS

REST APIs

Power BI

Job description

Tribal Group is seeking a Customer Advisory Consultant for the Further Education sector to maximise value from EBS Student Management System and guide customers through digital transformation.

You will combine customer success, consultancy and relationship management to own incidents, support requests and escalations, delivering strategic guidance and operational support throughout the lifecycle.