Client Success (Tech, Media and Telecom)

About the role

We are seeking a Client Success Principal to lead AI-led transformation within Fortune 100 enterprises. This role involves executing AI foundations and functional AI programs at scale, driving delivery quality and growth, and expanding long-term client partnerships.

Responsibilities

• Own delivery and delivery-led growth for Fortune 50 Hi-tech accounts, driving multi-million annual consulting and delivery revenue
• Lead large, often cross-functional AI, Analytics & Engineering initiatives, including AI-foundations work in engineering, Agentic AI solutions powering business transformation and building enterprise systems powering end-to-end decisioning & workflow transformation
• Domain knowledge in Retail and Marketing would be an advantage
• Lead a global team of data scientists, engineers and domain experts to successfully deliver the objectives laid out for the program
• Partner closely with the Hi-tech Practice leadership, Fractal's capability teams across Data & Analytics, AI, MLOps, LLMOps, Cloud engineering, and UX/ Design capabilities
• 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 our solution offerings
• Manage account economics, including utilization, margins, and delivery health
• Drive proposals, client presentations, and commercial discussions in support of new and expanded work
• Lead and influence cross-functional teams through indirect management, providing direction, coaching, and oversight
• As a long-term strategic partner to clients and an active contributor to the growth of the TMT

Qualifications

• 10+ years of experience delivering Analytics and AI Engineering programs for Fortune 500 enterprises
• 5+ years of consulting experience in retail, marketing or hi-tech world
• 2+ years leading AI initiatives for large enterprise clients and production-ready use-cases
• 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 (Directors, Sr. Directors, 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

A reasonable estimate of the current base range is up to $275,000.

Benefits

• Health, dental, vision, life insurance, and disability plans
• 11 paid holidays
• 12 weeks of Parental Leave
• Free time PTO policy
• Company 401(k) Plan