The Sr Client Relationship Manager (Sr. CRM), Commercial Risk, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing commercial insurance programs, renewals, retention, strategic partnership, and advanced service needs. This role applies advanced commercial insurance expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex coverage and exposure trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, the 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 SummaryThe Sr Client Relationship Manager (Sr. CRM), Commercial Risk, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing commercial insurance programs, renewals, retention, strategic partnership, and advanced service needs. This role applies advanced commercial insurance expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex coverage and exposure trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, the 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 loss and exposure data, advising on program design and coverage strategy.
- Ensure compliance with applicable federal and state regulations; escalating only highly novel or enterprise-level scenarios as appropriate.
- Lead the full renewal strategy by preparing, analyzing, and presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives; collaborate with Placement, Compliance, and Risk Management 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., loss run analysis, exposure modeling, total cost of risk modeling).
- Review, refine, and approve client-facing communication materials - including coverage summaries and client risk reports - 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 policy 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 coverage discrepancies, exposure questions, and policy issues using deep knowledge of carrier processes and program structures; manage highly complex exceptions and coordinate with carriers and 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 commercial insurance data, interpret loss and exposure 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, exposure schedules, 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 and 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 leading by 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, finance, insurance, or a related field; professional designations strongly preferred.
- Current state license required (Property & Casualty).
- 4-6+ years of commercial insurance and account management experience, with demonstrated expertise in client service, program administration, and strategic risk consulting.
- Advanced understanding of commercial insurance processes, market dynamics, exposure analysis, program structures, 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 decision-makers and client stakeholders.
Skills & BehaviorsFunctional/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 Commercial Risk (market strategy, exposure analysis, total cost of risk).
- 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., Applied Epic), 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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