Client Success (tech, Media And Telecom)

Client Success Principal

It's fun to work in a company where people truly believe in what they are doing!

We're committed to bringing passion and customer focus to the business.

Fractal Analytics is a global, AI-first company and strategic partner to Fortune 500 organizations. Unlike traditional consulting or services firms, AI is Fractal's core business—not an add-on. For over 25 years, Fractal has helped enterprises apply advanced analytics and AI to improve decision-making at scale.

Fractal's Tech, Media and Telecom practice is purpose-built to support global TMT organizations across sales, marketing, product development & engineering, supply chain, and enterprise functions. We work with many of the world's largest Tech companies to design, build, and scale production-grade AI and GenAI solutions that deliver measurable business and patient impact.

Join our team and shape the future of Tech, Media and Telecom through groundbreaking technology solutions!

Locations: San Francisco Bay Area. This role requires onsite presence at Fractal offices and/or client sites, based on the engagement.

Note: This position is not eligible for immigration sponsorship at this time.

Role Overview

As a Client Success Principal in the Tech, Media and Telecom practice, you will lead AI-driven enterprise transformations for Fortune 100 enterprises, delivering against CEO-level mandates. You will execute AI foundations and functional AI programs at scale, drive delivery quality and growth, and expand long-term client partnerships. This role owns one of the strategic accounts, growing multi-million-dollar relationships while ensuring Fractal consistently delivers at the highest standard.

Responsibilities

1. Own delivery and growth for Fortune 50 Tech, Media and Telecom accounts, driving $20M+ in annual consulting and delivery revenue
2. Lead large, multi-program AI and GenAI initiatives, including omnichannel analytics, next best action, content tagging, patient services, and field force copilot solutions
3. Partner closely with the Global Hi-tech Practice Head and India delivery teams across AI, MLOps, LLMOps, cloud engineering, and analytics
4. Ensure strong client outcomes and satisfaction, with a target NPS of 70+
5. Serve as the primary senior client contact, managing executive relationships, escalations, and complex stakeholder environments
6. Develop and execute account plans aligned to client priorities, including QBRs, MBRs, and joint business plans
7. Represent Fractal's full portfolio across AI, engineering, design, behavioral science, and pharma analytics
8. Manage account economics, including utilization, margins, and delivery health
9. Drive proposals, client presentations, and commercial discussions in support of new and expanded work
10. Lead and influence cross-functional teams through indirect management, providing direction, coaching, and oversight
11. Act as a long-term strategic partner to clients and an active contributor to the growth of Tech, Media and Telecom

Qualifications

• 20+ years of experience delivering and growing analytics and AI programs for Fortune 500 life sciences clients
• 10+ years of consulting experience in Tech, Media and Telecom
• 10+ years leading AI initiatives, including GenAI, for large enterprise clients
• Strong understanding of cloud platforms (AWS, Azure, or GCP) and enterprise AI delivery
• Proven commercial judgment with the ability to connect client challenges to business outcomes
• Experience engaging senior executives (CIO, SVP, VP) in strategic discussions
• Demonstrated ability to lead large, cross-functional teams through influence
• Comfortable operating in ambiguous, fast-moving environments
• Strong written and verbal communication skills
• Hands-on experience with proposals and executive-level client presentations
• Willingness to take ownership, learn from mistakes, and contribute beyond defined responsibilities

Pay: The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Fractal, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range is: $275K.

Benefits: As a full-time employee of the company or as an hourly employee working more than 30 hours per week, you will be eligible to participate in the health, dental, vision, life insurance, and disability plans in accordance with the plan documents, which may be amended from time to time. You will be eligible for benefits on the first day of employment with the Company. In addition, you are eligible to participate in the Company 401(k) Plan after 30 days of employment, in accordance with the applicable plan terms. The Company provides for 11 paid holidays and 12 weeks of Parental Leave. We also follow a "free time" PTO policy, allowing you the flexibility to take time needed for either sick time or vacation.

Fractal provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!