Job Description

UK, remote



55,000 - 67,000



Are you an experience Dynamics 365 professional ready for your next big challenge? Are you looking to step into a leadership role and progress your career? Then this opportunity could be the perfect fit!



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 Team



Our Dynamics Team specialise in delivering focused solutions built on Microsoft Dynamics 365. With a focus on the education sector, from Higher Education, Further Education and Vocational learning, we help institutions streamline student recruitment, engagement, wellbeing support and business partnerships. We customise Dynamics to line up with sector-specific roadmaps, providing tools for case management, CRM, and employer collaboration. Offering ongoing support, training, and strategies to boost our user adoption.



The Role



As the Head of Customer Advisory within the Dynamics team you will play a key role in leading and developing the support desk function, ensuring our customers receive consistent, high-quality support services. You'll oversee day-to-day operations, promote continuous improvements, and act as a strategic partner--proactively identifying ways to enhance our customer experience.



This role presents an ideal opportunity for an experienced Dynamics 365 consultant to embrace a new challenge and progress into a leadership position.



This is a remote role with the expectation of monthly travel for internal meetings and face-to-face customer visits.

Your responsibilities will include:

Overseeing the day-to-day operations of the service desk, ensuring tickets are allocated efficiently to allow high quality support to our customers.

Managing and mentor the team, ensuring the team have the knowledge, skills and tools to succeed in the provision of strong customer support.

Identifying areas of improvement and best practice for the team, providing training and mentorship.

Building strong relationships with our customers by positioning yourself as a trusted partner and aligning the Dynamics Solutions with their needs and objectives.

Gathering our customer insights, identifying trends, and using data to help inform service enhancements.

Designing and managing our customer Insight Journeys using D365 to deliver personalised, data-driven experiences.

Work closely with internal stakeholders including the Development and Professional Services Team to ensure a smooth customer experience, escalating / resolving complex issues effectively.

Designing and developing Power Page portals to allow the connection from our customers to the Dynamics 365 data.

The skills you'll need:

Knowledge and hands on experience of the Dynamics 365 Platform.

Experience in building out Customer Insight Journeys.

Customer Relationship skills with the confidence to present face to face with customers.

An understanding of JavaScript.

The confidence to lead a team of consultants.

It would be great if you had:

Team Management experience.



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 Wellbeing Days. You'll also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community, and Employee Engagement Activities to connect with your colleagues. Our flexible working options and Achievers awards ensure that you can thrive both personally and professionally in a supportive, rewarding environment.



Even though the role is full-time, we offer flexible work arrangements to enhance work-life balance, motivation, productivity, and performance. 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.