FE EdTech Customer Advisor

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 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.