Client Success Specialist, -Middle Market

Position: Client Success Specialist, Employee Benefits-Middle Market
The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business.

The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

The Client Success Specialist supports the coordination of core renewal lifecycle processes - including open enrollment, eligibility management, compliance activities, and implementation. The role ensures complete, accurate, and timely outcomes for clients and internal colleagues. Working within established processes and workflows, you execute critical administrative and service activities between Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline.

In this role, you build your technical foundation and client service skills through hands-on experience, demonstrating strong attention to detail, sound judgment, and a commitment to high-quality service. You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.

Position Summary

The Client Success Specialist supports the coordination of core renewal lifecycle processes - including open enrollment, eligibility management, compliance activities, and implementation. The role ensures complete, accurate, and timely outcomes for clients and internal colleagues. Working within established processes and workflows, you execute critical administrative and service activities between Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline.

In this role, you build your technical foundation and client service skills through hands-on experience, demonstrating strong attention to detail, sound judgment, and a commitment to high-quality service. You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.

Primary Responsibilities

* Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.

* Supports process execution and cross-functional coordination for assigned clients.

* Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities.

* Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately.

* Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.

* Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.

* Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members.

* Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.

* Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.

* Supports shared services partners and…