The Sr Client Relationship Manager (Sr. CRM), Employee Benefits, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing employee benefit programs, renewals, retention, strategic partnership and advanced service needs. This role applies advanced benefits expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex benefit trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, Sr. CRM drives day-to-day client delivery, leads pivotal planning in partnership with Advisors, and resolves escalated or highly complex service issues. This role also mentors colleagues, contributes to process improvement initiatives, and ensures the delivery of a consistent “Peace of Mind” client experience. The Sr. CRM collaborates closely with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure exceptional service delivery.
Position Summary
The Sr Client Relationship Manager (Sr. CRM), Employee Benefits, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing employee benefit programs, renewals, retention, strategic partnership and advanced service needs. This role applies advanced benefits expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex benefit trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, Sr. CRM drives day-to-day client delivery, leads pivotal planning in partnership with Advisors, and resolves escalated or highly complex service issues. This role also mentors colleagues, contributes to process improvement initiatives, and ensures the delivery of a consistent “Peace of Mind” client experience. The Sr. CRM collaborates closely with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure exceptional service delivery.
Primary Responsibilities
- Responsible for fostering and maintaining strong relationships with assigned clients.
- Provide meaningful consulting by interpreting complex plan performance data, advising on plan design and coverage strategy.
- Ensure compliance with federal and state regulations; escalating only highly novel or enterprise level scenarios as appropriate.
- Lead the full renewal strategy by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives; collaborate with Placement, Compliance, and Population Health teams to develop data supported recommendations.
- Prepare and deliver Quarterly Business Review (QBR) insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes. (E.g. Underwriting workup, advanced modeling, Self Insured feasibility study and stoploss reporting)
- Review, refine, and approve employee facing communication materials—including Benefit Guides—to ensure accuracy, clarity, and alignment with client strategy; collaborate with clients and colleagues during development and final approval.
- Manage the client compliance calendar, ensuring timely and accurate delivery of required notices, filings, and plan documentation; proactively identify emerging compliance risks and advise clients on mitigation strategies.
- Partner closely with Client Success Specialists (CSS), Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues that could impact timelines or strategic deliverables.
- Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues using deep knowledge of carrier processes and plan rules; manage highly complex exceptions and coordinate with carriers/clients as needed.
- Plan, coordinate, and oversee deliverables across internal teams to ensure seamless execution of renewal cycles, onboarding, audits, and other major client events.
- Investigate and resolve complex billing issues, claim disputes, and endorsement requests by coordinating with carriers and internal technical experts; identify patterns and recommend process improvements to enhance service delivery.
Required Knowledge & Experience
- Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data driven recommendations to clients.
- Capable of resolving escalated or highly complex client issues by evaluating multiple variables, applying sound judgment, and anticipating downstream impacts.
- Strong attention to detail when reviewing complex deliverables, including renewal documents, enrollment files, and communication materials, to ensure accuracy, completeness, and strategic alignment.
- Ability to manage multiple complex client timelines, prioritize competing demands, and consistently meet deadlines in a fast-paced environment.
- Build a strong and credible relationship with clients and internal partners through transparent communication, reliable execution, and proactive, service-oriented engagement.
- Collaborates/ Leads effectively within cross functional teams, contributing to shared objectives, knowledge sharing, and collaborative problem solving.
- Maintains strong, long term client relationships as a trusted resource, anticipating needs, proactively addressing concerns, and supporting and leading as an example in effective client retention.
- Exemplary demonstration of firm’s core values with aligned corporate culture, including reliability, integrity, and follow through; communicates clearly about status and next steps.
- Expert presentation skills, including the ability to communicate complex information clearly in both verbal and written formats for all levels of leadership (C-suite).
Qualifications
- Bachelor’s degree in business, Insurance, finance or a related field; professional designations strongly preferred.
- Current state license required (Life & Health)
- 4-6+ years of employee benefits and account management experience, with demonstrated expertise in client service, plan administration, and strategic benefits consulting.
- Advanced understanding of employee benefits processes, market dynamics, exposure analysis, all funding arrangements and renewal lifecycles with proven experience managing mid to high complexity accounts.
- Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred
- Excellent verbal and written communication skills, including the ability to deliver presentations to executive decisionmakers and employee groups.
Skills & Behaviors
Functional/Technical Skills
- Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
- Client Advisory: Deep technical expertise in Employee Benefits (market strategy, exposure analysis).
- Quality Assurance: Expertise in performing high-level quality assurance on complex technical deliverables produced by others.
- Systems Agility: High proficiency in Agency Management Systems (e.g., Brokerage Builder), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Behaviors
- Planning: Strategic prioritization and time management; planning and prioritizing work to meet commitments aligned with organizational goals.
- Earns Trust: Confidence in advising clients on complex matters; gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Peer Relationships: can solve problems with teams with a minimum of noise; builds partnerships and works collaboratively with others to meet shared objectives.
- Client Focus: Builds strong client relationships and delivers client-centric solutions that exceed expectations.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
