Trepp is a company specializing in commercial real estate analytics, and they are seeking a Client Success Analyst to support clients and enhance engagement with their product suite. This role involves providing high-quality client support, conducting proactive outreach, and collaborating with various teams to ensure clients maximize the value of Trepp's solutions.
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
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