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
Trepp, 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/.