NEWMARK

Senior Product Analyst

NEWMARK$90K — $120K *
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3+ years in product support or customer success in a SaaS environment
  • Experience conducting product trainings and onboarding sessions
  • Comfortable with product metrics and basic analytics tools
  • Strong communicator able to simplify technical issues for users
  • Experience with APIs and integrations for troubleshooting
  • Proactive mindset with a focus on monitoring and improvement
  • Empathetic approach to user experiences and internal documentation

Responsibilities

  • Monitor product health and user behavior proactively
  • Implement onboarding plans to ensure successful customer workflow launches
  • Maintain dashboards for clear insights into product performance
  • Collaborate with Product to analyze support and adoption metrics
  • Facilitate training sessions for users to foster product adoption
  • Develop training materials for self-service learning
  • Gather and synthesize user feedback to inform product decisions
  • Manage support requests with empathetic and accurate communication
  • Identify patterns in user challenges to propose improvement solutions
  • Work closely with Product teams to document new feature requirements

Benefits

  • Dynamic work environment with a growing GTM team
  • Opportunity to impact customer success at scale
  • Access to innovative tools and platforms
  • Chance to work closely with cross-functional teams
  • Focus on professional development and training opportunities
Full Job Description
Job Description

About the role

We're looking for a Senior Product Analyst to support a wide range of innovative and impressive customers across all segments to deliver customer success at scale.
  • You will sit at the nexus of our product, GTM, and marketing teams, driving platform growth and transforming the way the world leases office space and manages properties. This role will be a part of the dynamic and growing GTM team; balancing equal parts proactive and reactive. The customer journey begins with the meticulously designed onboarding process. Your role will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. You'll monitor product health and user behavior to spot issues early, respond quickly to inbound tickets and alerts, and drive training, onboarding, and ongoing adoption, so teams get real value from the product.


Responsibilities

What you'll do
  • Proactive monitoring and insight
  • Carry out onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within 90 days
  • Maintain dashboards and alerts that give the team a clear view of product performance.
  • Partner with Product to track support and adoption KPIs and identify trends by segment, workflow, and feature that inform roadmap and GTM decisions
  • User training, onboarding, and adoption
  • Lead or co-host recurring training sessions to help new and existing users build strong habits in the product.
  • Create and maintain concise training materials (guides, short videos, checklists) to support self-service learning.
  • Identify underutilized teams or users and proactively offer targeted coaching or small group sessions.
  • User feedback and advocacy
  • Proactively collect user feedback via surveys, short interviews, and in-product prompts.
  • Synthesize feedback into clear, actionable summaries for Product, Design, and Engineering.
  • Advocate for users in roadmap and scoping discussions, grounding recommendations in data and feedback.
  • Reactive support and issue resolution
  • Triage and resolve incoming support requests via email, chat, and in-app channels with fast, accurate, empathetic responses.
  • Investigate product issues by reproducing problems, checking logs, and gathering context before escalating.
  • Own user communication during incidents and bugs, including status updates and resolution summaries.
  • Continuous improvement
  • Identify patterns in tickets, alerts, and adoption gaps and propose changes that address root causes.
  • Collaborate with Product on better onboarding, in-app guidance, and training content.
  • Provide structured feedback after launches on what worked, what didn't, and what to adjust next time.
  • Work with Product teams to identify, document, and surface new product feature requirements and feature enhancement ideas from support, trainings, and customer conversations.


Qualifications

Who you are
  • 3+ years in product support, technical support, customer success, or a similar customer-facing SaaS/tech role.
  • Experience running product trainings, onboarding sessions, or office hours.
  • Comfortable working with product metrics and basic analytics tools; you like digging into dashboards and spotting 1 anomalies.
  • Strong written and verbal communicator who can translate technical issues into clear, user-friendly language.
  • Experience working with APIs and integrations in a SaaS environment, and using that knowledge to troubleshoot issues.
  • Naturally proactive: you monitor, ask questions, and suggest improvements rather than waiting for tickets to pile up.
  • Empathetic with users, and structured and crisp in how you document and share information internally.
  • Familiarity with tools like Freshdesk, Jira, Amplitude. • Bonus: familiarity with product analytics and BI tools


Success in this role looks like
  • Fewer surprise incidents because issues are caught via monitoring or early feedback.
  • Faster diagnosis of critical bugs thanks to strong triage and clear reproduction steps.
  • New users hitting key activation milestones faster and with fewer "how do I...?" questions.
  • Teams that attend trainings showing sustained adoption and deeper use of core features.
  • Clear, consistent visibility into user pain points and wins for the Product team.
  • Measurable improvements in support and adoption metrics over time.

About NEWMARK

Newmark designs, builds and sells single-family homes in five major markets within the Southwest and Southeast United States, including Houston, Austin, Dallas/Fort Worth, Miami/Ft. Lauderdale and, most recently, Nashville. Each of these markets has experienced population and job growth above the national average over the past several years. The Company operated in 49 subdivisions in these metropolitan areas, and had 444 homes under construction at December 31,1997. In addition, as of December 31, 1997, the Company owned or had under option contract 2,020 lots available for future growth. The Company is also actively engaged in residential land acquisition and development, which enables it to provide lots for its homebuilding operations.

NEWMARK Careers

Joining NEWMARK offers a unique opportunity to become part of a dynamic team that drives innovation and leadership in the industry. NEWMARK, a leader in its field, is renowned for fostering professional growth and embracing diversity through comprehensive diversity training programs.

Explore Job Opportunities

NEWMARK is constantly seeking skilled professionals eager to contribute to a team that values innovation and expertise. With a variety of job opportunities available, candidates can find positions that match their skills and career aspirations. NEWMARK is committed to hiring top talent to maintain its status as an industry leader.

Experience Professional Growth

At NEWMARK, career growth is not just a possibility, but a priority. The company supports its team members with resources and opportunities to advance professionally. Through targeted leadership programs and regular skills development workshops, employees at NEWMark are equipped to take on new challenges and elevate their careers.

Internship Programs

For those starting their careers, NEWMARK’s internship programs offer a gateway into the industry with hands-on experience and valuable networking opportunities. Interns at NEWMARK gain insights into the company’s operations and contribute to meaningful projects, setting a solid foundation for future employment.

Cultivating a Diverse and Inclusive Culture

NEWMARK is dedicated to creating an inclusive environment where diversity is celebrated. The company’s commitment to diversity training ensures that all team members feel valued and understood. NEWMARK’s culture is one of its greatest strengths, fostering a workplace where innovation thrives through diverse perspectives.

Benefits and Perks

Employees at NEWMARK enjoy a comprehensive benefits package that supports both their professional and personal lives. From health and wellness programs to flexible working arrangements, NEWMARK ensures that team members have what they need to succeed.

Join the NEWMARK Team

NEWMARK is actively hiring and looking for individuals who are passionate, curious, and driven. Explore open positions, submit a resume, and prepare for an interview process designed to identify true potential. NEWMARK values solution-driven team players who are ready to contribute to the company’s success.

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Learn more about NEWMARK
Size
251 employees
Industry

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