Client Success Analyst

This position is based in Trepp's NYC office which operates in a hybrid work schedule.

The Client Success Analyst role is a new addition to Trepp’s Client Services organization and will play a key part in supporting clients and driving engagement across our product suite. This position provides an opportunity to develop expertise in commercial real estate (CRE), commercial mortgage-backed securities (CMBS), corporate CLOs, and Trepp’s analytics platforms.

In this role, you will deliver high-quality support to Trepp’s sophisticated institutional client base while also taking proactive steps to increase usage, adoption, and client satisfaction. You will work closely with Account Managers, Product, and Sales to ensure clients maximize the value of Trepp’s solutions.

This role is ideal for early-career professionals seeking a client-facing position with pathways into Account Management, Product, or broader commercial functions at Trepp.

Responsibilities

Client Support & Issue Resolution

• 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

Proactive Client Engagement

• 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

Product & Cross-Functional Collaboration

• 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

Industry & Domain Development

• 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

Requirements

• 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
• Experience with CRM systems (Salesforce), usage analytics tools, or SQL is a plus
• Ability to learn and explain complex financial and analytical concepts to clients

Salary Range

• Base salary range: Starting from $70k plus bonus eligible

Benefits and Perks

• Base target bonus compensation structure
• 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

Workplace Policy

NYC, Dallas, and London office-based positions: Trepp’s offices follow a 3-2 hybrid-working policy with the expectation of in-office work on Tuesday-Thursday and the option to work from home on Monday and Friday.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Trepp (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Trepp maintains a drug-free workplace.