Customer Advisory Consultant

Are you experienced in apprenticeships, Work-Based Learning, or learner management systems such as MAYTAS? Do you enjoy working directly with customers to help them improve processes, resolve technical issues, and maximise system value?

We are looking for a Customer Advisory Consultant to partner with new and existing customers, helping them optimise their use of MAYTAS, resolve outstanding issues and improve customer retention. This is a predominantly remote role, with occasional travel to offices or customer sites as required.

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 optimum learning experiences and ultimately delivering successful outcomes.

Our MAYTAS software is a powerful learner and apprenticeship management solution used by training providers, colleges, employers and HE Institutions to run high-quality skills programmes. MAYTAS brings enrolment, learner records, progress tracking, evidence submission, assessments, and funding compliance into one streamlined system, helping tutors, assessors, and quality teams deliver an organised and engaging learner experience.

If you have experience within apprenticeships, Work-Based Learning or directly with MAYTAS or similar applications, we would love to hear from you.

The Role: We're looking for a customer-focused professional who can strengthen relationships with both new and existing customers, combining advisory capability with a solid technical foundation. You'll handle escalations, provide proactive support, and monitor customer engagement, using your knowledge and insights to drive product adoption.

The role requires a level of technical confidence particularly in system administration. It would be great if you have experience with SQL and API integrations, enabling you to investigate issues, analyse data, and support more complex customer environments. We would equally welcome conversations with candidates who bring strong existing MAYTAS knowledge and sector experience.

Your work will help customers understand and maximise the value of the MAYTAS platform, ensuring long-term satisfaction, retention, and measurable impact.

Your responsibilities will include:

• Managing customer incidents and escalations end-to-end, ensuring timely resolution, clear communication, and appropriate internal escalation where risk is identified.
• Proactively identifying customer risks such as low engagement, recurring issues, compliance exposure, or adoption gaps, and taking early action to mitigate and escalate where necessary.
• Handling customer queries, service requests, and Calls to Action, providing best-practice guidance and directing customers to relevant resources.
• Advising customers on how to maximise their use of Tribal products, including effective configuration of modules and features aligned to operational and strategic requirements.
• Conducting regular touch points (KIT Calls) and partnering with customers to redesign or re-implement processes to reduce recurring issues and maximise the value delivered from Tribal software.
• Acting as the customer advocate internally, clearly communicating customer priorities and influencing cross-functional teams to deliver measurable value.
• Collaborating with internal stakeholders to secure full resolution, while providing customers with consistent, transparent updates on progress and status.

The skills you'll need:

• Strong customer support or advisory experience.
• The ability to handle escalations.
• The ability to build and maintain effective collaborative relationships with customers.

It would be great if you had:

• Working knowledge of our MAYTAS or a similar learner management system.
• Experience within the Apprenticeship or Work-Based Learning sector.
• A strong technical foundation such as system administration, SQL or API 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'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 celebrates diversity and is 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.