Alex Braconi is one of our Client Success Managers, and a vital member of our Client Strategy team at Lloyd. Alex joined the company almost two years ago. As a Client Success Manager, Alex wears multiple hats to ensure the satisfaction and success of our clients. Building and maintaining strong relationships with clients is a primary focus, along with ensuring that the services provided by Lloyd align with their specific needs. Alex plays a crucial role in assisting clients during the onboarding process, conducting invoice reviews, and monitoring and tracking key performance indicators to measure client satisfaction and success. Additionally, Alex serves as the go-to person for addressing any day-to-day IT questions or concerns that our clients may have. As an advocate for her clients, Alex strives to foster long-term partnerships, ensuring client retention and overall success.
“Alex brings such a positive energy to our workplace. She is always willing to lend a hand to fellow Lloydians, and consistently demonstrates a willingness to go the extra mile for her clients. Alex embodies all of Lloyd’s core values and we are lucky to have her as part of our team!” – Tamy, a fellow Lloydian.
As a Client Success Manager, Alex's typical workday is dynamic and fast-paced. The day starts with a team meeting alongside our Principal Consultant and Solutions Consultant, where they review their schedule and address any open items or challenges. This allows the team to align their efforts and focus on their priorities. Throughout the day, Alex engages in client calls as well as tackling a range of tasks and inquiries in her inbox. To ensure seamless client support, Alex concludes each day meeting with our Service Desk Team Lead to ensure the timely resolution of open tickets and overall client satisfaction. Effective communication across departments is a crucial aspect of Alex's role and contributes to a seamless and exceptional client experience.
When asked what her favorite part of her job is, Alex says, “The most rewarding parts of my job as a Client Success Manager includes making a difference in clients' businesses, celebrating their wins, and building strong relationships based on their unique needs. I enjoy creative problem-solving and value the collaboration and teamwork required in this role. Continuous learning is also a significant aspect that keeps me engaged and allows me to grow daily.”
Alex’s Story
Working for an MSP was not something I pictured myself doing. I was drawn to the performing arts and eventually made a short career out of my passion for dance. From there, I went into arts administration as the Director of Group Services for Broadway Dance Center. During the pandemic, like so many other New Yorkers, my husband and I decided it was time to move out of the city. I wasn’t able to keep my position with BDC but found an opportunity working for a small company in the Boston area that specializes in procuring network hardware for municipalities. Although it wasn’t a great fit, it was the gateway to my career transition. A fellow Lloydian told me about an open Client Success Manager position at Lloyd, I applied immediately, and the rest is history!
What makes you good at what you do?
I genuinely enjoy getting to know my clients and their business. I also strive to understand the client’s perspective and show empathy towards their challenges. On top of that, my organizational skills and communication are tools that I rely heavily on.
What are the contributing factors to your success since joining Lloyd?
The people and leadership here at Lloyd are great to work with and care about each Lloydian’s success. Because of that, I have learned so much from every single person I interact with and feel supported in my position.
What do you love about being a Lloydian?
I love the culture and people I get to work with on a daily basis. Our hiring manager is a genius because we all work (and play) well together.
What makes Lloyd different?
I sound like a broken record, but the people and culture of this company are so wonderful. Outside of the culture and people at Lloyd, it’s also a place where you can learn from your mistakes.
How do you relate to one of Lloyd’s core values? (Be Human. Be Accountable. Be Better.)
I think Lloyd’s core values are great words to live by in general, but if I had to pick, “Be Accountable” has to be the one I relate to most. I try to be dependable, transparent, and own my role within the Lloyd community every day.
Get to Know Alex
My husband and I live in Western, MA with our two-year-old son, Max, and a spirited rescued chihuahua/min pin mix named Timmy (I’m sure most of my clients have heard them on calls). My husband is an active military member and will be deploying this year, so we’ve been making the most of family time before he leaves. We love being outdoors, whether we’re hiking or planning trips to farms and parks. I take a weekly Ballet class and enjoy reading when I have down time. I’m currently reading “Hunt, Gather, Parent” by Michaeleen Doucleff - I had no idea what I signed up for, but being a mother has to be my favorite title to date.
