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 ultimately delivering successful outcomes.

We are currently recruiting for a Customer Advisory Consultant within our Semestry Customer Support Team. Our Semestry platform is a cloud based timetabling and scheduling system that provides tools for creating, managing, and publishing teaching timetables. It includes features such as automated scheduling, room booking, realtime updates, and student/staff portals. The platform is designed to simplify complex scheduling constraints, improve curriculum planning, and deliver more efficient, student friendly schedules.

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

As a Customer Advisory Consultant, you will play a key role in enhancing customer retention and satisfaction by resolving complex issues, driving adoption of Tribal products, and delivering high‑quality consultancy to help customers optimise their use of Tribal solutions. You will provide a high level of support and knowledge to customers, with your responsibilities including:

• Serving as the primary escalation and assurance point throughout the customer lifecycle.
• Acting as a recognised subject matter expert, maintaining deep, current knowledge of the product, services, and market landscape to guide strategic customer decision making.
• Anticipating future customer needs and market developments, proactively shaping advisory guidance and internal understanding.
• Providing high quality advisory responses that balance customer outcomes with strategic and operational considerations.
• Leading strategic, outcome focused advisory consultancy that align product usage with institutional goals and long-term value.
• Oversees complex or high impact incidents, ensuring resolution approaches are proportionate, risk aware, and aligned with SLA and KPI commitments
• Leading strategic conversations with senior customer stakeholders providing end to end ownership of complex or high risk customer issues and resetting expectations where necessary.
• Bring clarity and structure to ambiguous or sensitive situations, maintaining customer confidence through calm, senior‑level engagement
• Acting as the customer advocate, conveying their needs internally and influencing teams to ensure Tribal solutions address real business challenges and deliver meaningful outcomes whilst balancing strategic and operational considerations.
• Act as a senior role model, providing coaching and guidance that builds advisory capability, confidence, and professional judgement.

• The ability to assess complex situations, prioritise, and provide outcome‑focused guidance
• Ability to maintain customer confidence throughout complex or high‑risk situations
• Subject matter expertise in HE timetabling software.

• Experience of Semestry as a platform.
• Experience working in or extensive knowledge of the Education sector/Market.
• Analytical skills which support business judgements and decision making.

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’re committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and 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.