Client Success Analyst

Trepp, Inc. is a company operating in the commercial real estate analytics sector, and they are seeking a Client Success Analyst to enhance client engagement and support. This role involves providing high-quality client support, proactive engagement, and collaboration with internal teams to maximize client satisfaction and product usage.

Responsibilities

• Provide first-line support for incoming client inquiries across Trepp’s CRE, CMBS, CLO, and data feed products
• Investigate workflow questions, data discrepancies, and technical issues, collaborating with internal teams to ensure timely resolution
• Document client cases thoroughly and maintain high service standards in responsiveness and accuracy
• Educate clients on Trepp’s analytics tools, reporting capabilities, and data methodologies
• Conduct scheduled outreach to assigned clients to review platform usage and highlight underutilized features
• Use internal tools (e.g., Mixpanel, Salesforce, usage dashboards) to identify engagement trends and opportunities for improvement
• Support onboarding of new clients and new user groups, including introductory walkthroughs and workflow training
• Coordinate with Account Managers to flag clients showing reduced usage, potential churn indicators, or expansion opportunities
• Develop strong working knowledge of Trepp’s product suite and stay informed on release updates
• Consolidate and communicate client feedback to Product, contributing to usability improvements and feature development
• Participate in internal testing, validation, and rollout of new features
• Contribute to content development for client training materials, knowledge base articles, and workflow documentation
• Build foundational understanding of CRE finance, structured products, CMBS/CLO transaction mechanics, and market drivers
• Stay informed on regulatory and reporting trends that may impact client workflows

Skills

• Bachelor's degree, preferably in finance, real estate, economics, business, or data analytics
• 0–2 years of professional experience; internships in financial services, real estate, fintech, or analytics are a plus
• Strong written and verbal communication skills with a customer-centric mindset
• Analytical problem-solving ability and comfort working with data
• Attention to detail and ability to manage multiple priorities
• Proficiency in Microsoft Office, particularly Excel
• Ability to learn and explain complex financial and analytical concepts to clients
• Experience with CRM systems (Salesforce), usage analytics tools, or SQL is a plus

Benefits

• Medical, Dental, Vision insurance
• 401K (with employer match)
• Life insurance, long term disability, short term disability all covered by the company
• Flexible paid time off (PTO)
• Sixteen (16) weeks paid primary caregiver leave (Biological, adoptive, and foster parents are all eligible)
• Four (4) weeks paid parental leave
• Wellness subsidy
• Pet insurance
• Laptop + WFH equipment
• Career progression plan
• Pre-tax commuter benefit with company subsidy (For NYC-office based employees only)
• Fun company events and volunteering opportunities

Company Overview