Senior Client Relationship Manager IAS Northeast

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 (Q ) 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…