£45,000 - £50,000
UK Remote
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 Platform
We are currently recruiting for a Senior 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.
The Role
As a Senior Customer Advisory Consultant, you will drive customer retention and satisfaction by increasing adoption of Tribal products, delivering high-quality consultancy, and overseeing the resolution of customer queries and issues.
You will collaborate with internal and external stakeholders to understand customer objectives, monitor usage, and promote product adoption, ensuring customers maximise the value of Tribal solutions and maintain long-term relationships.
The role also includes leading a small team of Customer Advisors, ensuring they have the specialist product knowledge needed to deliver excellent customer service.
Your responsibilities will include:
Building strong expertise in Semestry timetabling, including configuration, optimisation, and HE/FE scheduling practices.
Responding to client queries and service requests, providing clear guidance on timetabling best practices and relevant resources.
Advising customers on optimising timetables, data setup, and effective use of features.
Managing incidents across phone, email, and portal, ensuring timely resolution in line with SLAs and accurate case tracking.
Leading strategic sessions with senior stakeholders to plan use of new Semestry features and future enhancements.
Acting as the customer voice, ensuring Semestry developments align with sector scheduling challenges and needs.
Owning escalations end-to-end, coordinating with internal teams and keeping customers informed of progress.
Building strong, multi-level relationships with key institutions, acting as a primary escalation contact.
Expanding stakeholder engagement within each organisation to embed effective use of Semestry.
Supporting onboarding and implementations, working with Professional Services on system setup and timetable configuration.
Conducting regular health checks, identifying improvements to timetabling efficiency and system usage.
Creating targeted guides and resources to support customer self-service and adoption.
Lead and develop a team of Customer Advisors, ensuring strong performance and expertise in Semestry.
The skills you’ll bring:
Working knowledge of the Semestry platform.
Software and Troubleshooting skills.
Strong stakeholder management experience, including the ability to lead a successful team of consultants.
Previous experience in software consultancy.
It would be great if you had:
Experience working in or extensive knowledge of the Education sector/Market.
SQL Server Reporting Services skills.
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.
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