About The Role

Role Summary

The ILS AE1 / Account Management Analyst plays a key role in supporting the ILS Account and Business Development team, while partnering with Product Development and Consulting teams as needed to enhance client retention and accelerate growth across ILS and Consulting Solutions.

This role is responsible for the accurate and timely reporting of intercultural and language services and financial data, including analysis, visualization, and actionable insights to inform business decisions. The analyst also provides project management and administrative support across growth initiatives, including trend analysis (volume, revenue, margin, and pricing), presentation development, RFP collaboration, and cross-functional coordination with Marketing and other teams.

Responsibilities may evolve based on business priorities. The role also provides coverage for Account/Business Development team members as needed.

RESPONSIBILITIES

Reporting Support

Compile and analyze data for internal business and external client dashboards and client reviews, highlighting trends and opportunities.
Compile and report data for monitoring internal metrics per business goals and project initiatives.
Draft presentations in support of business development, including dashboards, status reports, trend analysis, account reviews.
Conduct ad hoc analyses by synthesizing large volumes of data into meaningful conclusions.
Compile and analyze key ILS data and draft client ready summaries to assist management in preparation of client growth strategies, SOS opportunity and revenue reporting, proposals, RFPs, presentations, projects, etc.
Provide support for GTM client reporting and produce and/or proof client ready reports as required.
Support ILS-business related research projects on an ad-hoc basis.
Seek continuous efficiencies in data analysis, visuals and sharing with ILS and Cartus Leadership

Account/Business Development Support

Work with ILS Managers/Directors to understand ILS business goals, strategies and challenges, as well as GTM client goals and challenges, and contribute input and support to meet these.
Partner with GTM Account Management, Operations, CCC, CPC, Pricing, Billing, and other support teams as required to support ILS business initiatives.
Support ILS pricing model review as well as non-standard pricing submission as required.
Monitor internal control reports for data integrity and identify required system updates as necessary (i.e., policy edits, matrix updates, missing client data items and the like) working with ILS Management to obtain required data and support resolution as required.
Provide support to analyze ILS-related billing data and review of unbilled reports as required.
Assist with client audits or other client specific projects as needed.
Maintain library of ILS service results, data bank statistics and positive testimonials for use internally and externally to support growth initiatives related to Sales, GTM Account Management, client meetings/presentations, etc.
Act as liaison between Cartus Marketing and ILS, collaborating on material creation, and partner internally within ILS to ensure maintenance of core ILS marketing collateral, RFP responses, proposal templates, references, and resources
Produce and/or proof materials, including presentations, client-specific documents, transactional agreements, sample agendas, proposals, etc.
Participate in client meetings, documenting discussions, decisions, and action items as requested.
Support ILS Management to research and resolve client billing issues, including but not limited to creating and tracking of voids, write-offs, and invoice/revenue adjustments as required.
Monitor and report results on ILS-related contractual client Service Level Agreements and goals that have been identified as being critical to quality.
Serve as primary contact for internal customers such as ILS Operations, GTM Account Management, Sales, Consulting Services, and Implementation
Support global ILS Account/Business Development Management team as required and other duties as assigned.

Product Development Team Support (if required)

Provide strategic and operational support to the Global Product Growth Director and cross-functional teams to ensure efficient execution.
Plan and manage meeting communications, including agendas, note-taking, recordings, and clear follow-up communications.
Assist in tracking action items, timelines, and deliverables across initiatives, ensuring visibility and accountability.
Conduct research and synthesize insights to support decision-making and product growth strategies.
Leverage AI tools to enhance productivity, streamline workflows, and improve communication outputs.
Support collaboration and planning using tools such as Monday.com and Miro, maintaining organized workflows and visual materials. (this is preferred but not required – we can teach them this)

Consulting Team Support (if required)

Support maintenance of library of Consulting Solutions service results, data bank statistics and positive testimonials for use internally and externally to support growth initiatives related to Sales, GTM Account Management, client meetings/presentations, etc.
Act as liaison between Cartus Marketing and Consulting Solutions, collaborating on material creation, and partner internally within Consulting Solutions to ensure maintenance of core marketing collateral, RFP responses, proposal templates, references, and resources
Produce and/or proof Consulting Solutions materials, including presentations, client-specific documents, transactional agreements, sample agendas, proposals, etc.

QUALIFICATIONS

Bachelor's Degree or international equivalent
3+ years of related business experience (client services, reporting and/or business analyst preferred)
Proficiency with data analysis and data visualization (Excel, Cognos); Power BI a plus
Proficiency with PowerPoint and Word for presentation and proposal/RFP preparation
Cartus ATLAS experience strongly preferred
Knowledge of Cartus Intercultural & Language Solutions strongly preferred
Previous experience working on a global team with cultural diversity and multiple time zones a plus
International living experience and/or second language capability a plus

Desired Characteristics

Execution: Demonstrates strong knowledge of the relocation lifecycle and ILS service delivery. Effectively organizes activities, resources, and timelines to achieve goals. Communicates clearly and accurately with strong attention to detail. Exercises self-awareness, accountability, and ownership of outcomes.
Collaboration: Builds and maintains strong working relationships across internal and external stakeholders to drive results. Works effectively in team environments and supports others during high-pressure situations.
Innovation: Uses data and insights to assess situations and develop effective, actionable plans. Anticipates needs and proactively identifies solutions. Demonstrates agile, creative thinking.