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.ResponsibilitiesProvide first-line support for incoming client inquiries across Trepp’s CRE, CMBS, CLO, and data feed productsInvestigate workflow questions, data discrepancies, and technical issues, collaborating with internal teams to ensure timely resolutionDocument client cases thoroughly and maintain high service standards in responsiveness and accuracyEducate clients on Trepp’s analytics tools, reporting capabilities, and data methodologiesConduct scheduled outreach to assigned clients to review platform usage and highlight underutilized featuresUse internal tools (e.g., Mixpanel, Salesforce, usage dashboards) to identify engagement trends and opportunities for improvementSupport onboarding of new clients and new user groups, including introductory walkthroughs and workflow trainingCoordinate with Account Managers to flag clients showing reduced usage, potential churn indicators, or expansion opportunitiesDevelop strong working knowledge of Trepp’s product suite and stay informed on release updatesConsolidate and communicate client feedback to Product, contributing to usability improvements and feature developmentParticipate in internal testing, validation, and rollout of new featuresContribute to content development for client training materials, knowledge base articles, and workflow documentationBuild foundational understanding of CRE finance, structured products, CMBS/CLO transaction mechanics, and market driversStay informed on regulatory and reporting trends that may impact client workflowsSkillsBachelor's degree, preferably in finance, real estate, economics, business, or data analytics0–2 years of professional experience; internships in financial services, real estate, fintech, or analytics are a plusStrong written and verbal communication skills with a customer-centric mindsetAnalytical problem-solving ability and comfort working with dataAttention to detail and ability to manage multiple prioritiesProficiency in Microsoft Office, particularly ExcelAbility to learn and explain complex financial and analytical concepts to clientsExperience with CRM systems (Salesforce), usage analytics tools, or SQL is a plusBenefitsMedical, Dental, Vision insurance401K (with employer match)Life insurance, long term disability, short term disability all covered by the companyFlexible paid time off (PTO)Sixteen (16) weeks paid primary caregiver leave (Biological, adoptive, and foster parents are all eligible)Four (4) weeks paid parental leaveWellness subsidyPet insuranceLaptop + WFH equipmentCareer progression planPre-tax commuter benefit with company subsidy (For NYC-office based employees only)Fun company events and volunteering opportunitiesCompany OverviewTrepp, founded in 1979, is the leading provider of data, insights, and technology solutions to the structured finance, commercial real estate, and banking markets. It was founded in 1979, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.trepp.com/.



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