Job Description

Remote, UK



50,000 - 60,000



Are you ready to build meaningful relationships and empower higher education institutions to make the most of cutting-edge technology? Then this is the role for you!



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 primary goal of the Customer Success Team is to develop the value customers receive from our Higher Education (HE) products and services, driving greater product adoption, usage, and overall customer satisfaction. They achieve this by building strong customer relationships and ensuring their success through both proactive and reactive support, bridging the gap between ourselves and our Customers.



Our products include SITS - enhancing the university student experience / Engage - Giving students personalised information at their fingertips / Maytas - Everything you need to manage degree apprenticeships in one place / Semestry - Our comprehensive software solution designed to address customer timetabling and scheduling challenges.



The role is remote, however there may be a requirement to travel to one of Tribal or Clients offices as required.



The Role



As a Customer Success Consultant it is crucial to understand the vision, objectives, and needs of your clients to provide them with proactive, value-added services. This includes delivering and/or coordinating high-quality consultancy to help clients optimise the use of our products, adopting best practices to allow them to maximise value.

Your responsibilities will include:

Manage a diverse portfolio of customers, delivering positive outcomes for both the customers and Tribal, with a focus on time to value, adoption, and engagement.

Continuously assess the service experience provided to your HE Customers and actively drive enhancements to meet their evolving needs.

Take proactive responsibility for customer concerns and escalations, working collaboratively with internal teams to ensure timely and effective resolution.

Act as a trusted escalation point throughout the customer journey, ensuring their voices are heard and addressed.

Use industry trends and insights to ensure Tribal solutions remain innovative and relevant within the HE sector.

Support customers in maintaining up-to-date software versions while identifying and assisting those at risk.

Partner with commercial teams to facilitate new licensing and renewal processes, ensuring accessibility and clarity.

Ensure customer concerns are accounted for, prioritised, and effectively communicated within the organisation to drive meaningful action.

The Skills you'll need:

An understanding of the challenges the Higher Education industry face.

Working knowledge of Tribals SITS system.

Exceptional customer service skills, with the ability to navigate challenging situations and achieve the best possible outcomes for our customers.

Excellent organisational skills.

Ability to influence and drive customer outcomes.

It would be great if you had:

Experience managing commercial relationships.



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.