Client Success Principal Consultant

About the role

We are seeking a Client Success Principal to lead AI-driven enterprise transformations for senior life sciences clients. This role involves owning delivery and growth for Fortune 50 pharma accounts, driving significant consulting and delivery revenue, and expanding long-term client partnerships.

Responsibilities

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

Qualifications

• 20+ years of experience delivering and growing analytics and AI programs for Fortune 500 life sciences clients
• 10+ years of consulting experience in healthcare and life sciences
• 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