Client Relationship Manager, Commercial Risk-Middle Market

The Baldwin Group•Atlanta, GA

About The Position

The Client Relationship Manager (CRM), Commercial Risk, serves as the primary liaison between insurance carriers and clients. The role manages commercial insurance programs, renewals, and day-to-day service inquiries; supports policy compliance; analyzes coverage and exposure trends; and provides practical coverage guidance to strengthen client relationships, satisfaction, and retention. The CRM applies commercial insurance knowledge to deliver accurate, timely work and a consistent “Peace of Mind” client experience, collaborating with the Client Success Specialist, Advisor, carriers, and internal colleagues. The role includes developing tailored coverage solutions, leading renewal preparation and presentations, managing client service calendars and onboarding, coordinating compliance activities and policy documentation, and working with carriers and vendors to resolve issues and solicit proposals. The CRM also prepares client-facing materials, coordinates or conducts renewal meetings, monitors workflows with internal teams, and identifies opportunities to improve processes and service delivery.

Requirements

2–4+ years of commercial insurance and account management experience.
Current state Property & Casualty license.
Strong industry knowledge of commercial insurance programs, preferably in a brokerage firm.
Foundational understanding of commercial insurance processes and renewal workflows, including functional knowledge of coverage structures and program types.
Strong analytical and problem-solving skills, including the ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
Ability to manage multiple projects and priorities, prioritize tasks, meet deadlines, and follow structured processes.
Strong attention to detail when reviewing materials for completeness and accuracy.
Proficiency with Agency Management Systems such as Applied Epic, Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), and digital workflow tools.
Excellent verbal and written communication and presentation skills, including presenting to decision-makers and clients.
Commitment to exceptional client service and responsive, reliable, proactive communication.
Ability to build strong relationships, communicate status and next steps clearly, and demonstrate reliability, integrity, and follow-through.
Ability to work effectively in cross-functional teams, contribute to shared objectives, and escalate issues constructively.
Strategic prioritization and time management to meet commitments aligned with organizational goals.
Ability to build partnerships and solve problems collaboratively.

Nice To Haves

Bachelor's degree in business, insurance, finance, or a related field.
Professional insurance designation.
Experience coordinating with offshore teams or third-party partners.

Responsibilities

Build and maintain client relationships as the primary point of contact, communicating expectations, updates, and recommendations proactively.
Assess client needs, evaluate existing insurance programs, develop tailored coverage solutions, and identify opportunities for additional or enhanced coverage.
Lead renewals by preparing, analyzing, and presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives.
Manage the client service calendar, including onboarding, renewals, policy issuance, compliance updates, and delivery of required policy documentation.
Ensure insurance programs comply with applicable federal and state regulations and oversee related compliance activities, including policy documentation and regulatory filings.
Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity for 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 client-facing materials, including coverage summaries and client risk reports, and coordinate or conduct renewal meetings.
Maintain accuracy, timeliness, and completeness in all interactions and deliverables.
Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.
Navigate workflows through proactive performance measurement and resolve complex carrier or compliance escalations.
Apply Commercial Risk expertise to provide client recommendations and guidance on coverage strategy and exposure analysis.
Perform high-level quality assurance on complex technical deliverables produced by others.