Client Relationship Manager, -Middle Market

Client Relationship Manager – Employee Benefits

The Baldwin Group (NASDAQ: BWIN) is an award‑winning insurance brokerage that delivers comprehensive commercial insurance, risk management, and employee benefits solutions. The Client Relationship Manager is the primary liaison between insurance carriers and clients, managing employee benefit programs, renewals, and day‑to‑day service inquiries. The CRM applies practical benefits knowledge to ensure timely, accurate deliverables and supports a consistent “Peace of Mind” client experience.

• Build and maintain strong client relationships as the primary point of contact, proactively communicating expectations, updates, and strategic recommendations.
• Assess client needs and develop tailored benefit solutions, including evaluation of existing programs and identification of opportunities for additional coverage.
• Lead the renewal process by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives.
• Manage the client service calendar, including onboarding, renewals, open enrollment preparation, compliance updates, and delivery of required plan documentation.
• Ensure benefit programs comply with federal and state regulations (ERISA, HIPAA, ACA) and oversee related compliance activities such as 5500 filings and plan documents.
• Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity to ensure timely, accurate service delivery.
• Oversee new client onboarding in alignment with the Peace of Mind process, including timely C‑suite engagement.
• Partner with Client Success Specialists and internal teams to clarify data needs, monitor task progress, and maintain consistent, high‑quality workflows.
• Develop employee‑facing communication materials, including Benefit Guides, and coordinate or conduct enrollment meetings.
• Maintain high standards of accuracy, timeliness, and completeness in all interactions.
• Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.

• Strong industry knowledge of benefit programs, preferably in a brokerage firm.
• Strong analytical and problem‑solving skills.
• Ability to manage multiple projects and priorities effectively.
• A commitment to providing exceptional client service.
• Ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
• Strong attention to detail when reviewing materials for completeness and accuracy.
• Proficiency with Agency Management Systems (e.g., Brokerage Builder), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), Zywave, and digital workflow tools.
• Ability to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
• Build strong relationships with clients through responsive, reliable communication and a proactive service‑oriented approach.
• Demonstrates firm values of reliability, integrity, and follow‑through; communicates clearly about status and next steps.
• Works effectively within cross‑functional teams, contributing to shared objectives and escalating issues constructively.
• Strong presentation skills, both verbal and written.
• Bachelor’s degree in business, insurance, finance, or related field; professional insurance designation preferred.
• Current state license required (Life & Health).
• 2‑4+ years of employee benefits and account management experience.
• Foundational understanding of employee benefits processes, renewal workflows, and plan funding types such as self‑funded and level‑funded.
• Experience coordinating with offshore teams or third‑party partners is preferred.

• Strategic Execution:
  Navigate workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
• Client Advisory:
  Apply expertise to inform recommendations and provide guidance in Employee Benefits (market strategy, exposure analysis).
• Quality Assurance:
  Perform high‑level quality assurance on complex technical deliverables produced by others.
• Systems Agility:
  High…