Customer Advisory and Professional Services Consultant

Are you passionate about education and customer success? Join Tribal as a Consultant to support our WBL and apprenticeship customers unlock the full potential of our Maytas learning management solution!

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

The Professional Services team supports our Work Based Learning (WBL) customers through a collaborative approach so that we can achieve successful outcomes for them and growth for all. Within this team the role of the Customer Advisory and Professional Services Consultant is to enable our customers to maximise the benefit they receive from our Maytas platform through the delivery of training and consultancy services.

Maytas is a flexible learning management solution for training providers, employers, and universities. It tracks learners, personnel, employers, and resources in a single database, offering a comprehensive view of an organisation’s training activities. Maytas simplifies administration, supports various training types, and manages funding, objective tracking, and evidence submission.

The role will be home based with the requirement to travel to Tribal offices and customer locations as required.

The Role:

As a Customer Advisory and Professional Services Consultant, you will be collaborating with internal and external stakeholders to identify customer objectives and monitor their activities. By utilising this information, you will focus on driving product adoption across Tribal's customer base, fostering stronger connections, and ensuring that customers fully understand and make the most of Tribal solutions for long-term success. Your duties will include:

• Supporting customer retention and increasing customer satisfaction alongside chargeable PS delivery.
• Supporting the current pre sales requirement.
• Deliver high quality training, consultancy and advice for customers on the best practice use of our Maytas product.
• Ensure professional management of customer incidents while adhering to Service Level Targets and Key Performance Indicators for investigation and resolution timelines.
• Collaborate with senior stakeholders to strategically plan and outline a roadmap for leveraging new features and additional Tribal products.
• provide customer escalation management, collaborating with internal teams as necessary to ensure full resolution and fulfilment while regularly updating customer of status and progress.
• Provide regular proactive health checks for customers and work with them to redesign / re-implement software modules.
• Develop and maintain in-depth knowledge of our products, associated services and markets to which they are relevant.
• Ensure market influences and trends are communicated to product teams.
• Represent the voice of the customer by translating and influencing other internal members to ensure that Tribal solutions focus on solving relevant business problems.

The Skills you’ll have:

• Experience within the Apprenticeship industry.
• Strong background in successful customer relationship building.
• Comfortable talking to senior stakeholders.
• Presentation skills.

It would be great if you had:

• Working knowledge of our Maytas software.

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’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.

Criminal Records and Security Checks

If you are successful in your application, a security/criminal record check will be required before we can employ you, If, following the check the nature of a conviction is deemed unacceptable, this may lead to an offer of employment being withdrawn.

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.