Customer Advisory Consultant

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.

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.

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.

• 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.

• 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.

• Experience working with Tribal EBS.
• Experience with in 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…