Customer Advisory Consultant

About Tribal

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 institutions worldwide to support their primary goals of educating students, providing outstanding learning experiences and ultimately delivering successful outcomes.

We are currently recruiting for a Customer Advisory Consultant within our Customer Support Team. This role will focus on supporting customers using the Tribal SITS Foundation Module, the core platform that underpins the wider SITS student information system. The Foundation Module provides the essential tools and framework for system configuration, data management, integrations, workflow, security and platform administration, enabling institutions to tailor SITS to meet their operational and strategic objectives.

This is a full-time permanent role, predominantly remote, with travel as required for team meetings, customer meetings and other business needs.

The Role

As a Customer Advisory Consultant, you will play a key role in enhancing customer retention and satisfaction by resolving issues, driving product adoption and delivering high-quality consultancy services focused on the SITS Foundation Module. Working closely with customers, you will provide expert guidance on platform configuration, system tools, integrations, data structures and best practice approaches to managing and optimising their SITS environments.

You will act as a trusted advisor, helping institutions maximise the value of their investment in SITS whilst supporting them through technical challenges, configuration changes and continuous improvement initiatives.

Your Responsibilities Will Include:

• Addressing customer enquiries, service requests and Calls to Action by providing expert advice, best-practice guidance and technical consultancy relating to the SITS Foundation Module.
• Supporting customers in the configuration and effective use of core SITS platform functionality, including system tools, workflow, integrations, security and data management.
• Delivering professional and efficient incident management across phone, email and web channels, ensuring all customer interactions are accurately recorded and resolved in line with SLAs and KPIs.
• Investigating complex customer issues, analysing root causes and working with internal teams to develop sustainable solutions.
• Engaging in strategic conversations with customer stakeholders to understand their objectives and advise on how the SITS platform can best support their requirements.
• Acting as the voice of the customer, conveying customer needs internally and influencing teams to ensure Tribal solutions deliver meaningful business outcomes.
• Working collaboratively with Product, Development and Customer Success teams to ensure issues are resolved effectively and customers remain informed throughout.
• Taking ownership of customer escalations and serving as a trusted point of contact across the customer lifecycle.

The Skills You'll Need:

• Strong ability to understand, troubleshoot and explain complex software solutions, acting as a trusted subject matter expert.
• Proven experience working with the Tribal SITS Foundation Modules, including areas such as system tools, SRL syntax and configuration, tasking, vistas, security, stutalk integrations and data management.
• Experience working within, or extensive knowledge of, the Higher Education sector.
• Strong analytical and problem-solving skills, with the ability to interpret customer requirements and translate them into practical technical solutions.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with both technical and non-technical audiences.

It Would Be Great If You Had:

• Experience supporting or administering enterprise business systems within a Higher Education environment.
• Knowledge of SITS data structures, integrations, reporting, workflows or platform administration.
• Experience of customer-facing consultancy, application support or business systems analysis.
• Strong analytical skills that support business judgement, decision-making and customer success.

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. If you need flexibility, apply and discuss your needs with us.

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, please do not hesitate to apply early.

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.