Client Relationship Manager, Commercial Risk-Middle Market

Baldwin Group Colleague•Tampa, FL

About The Position

The Client Relationship Manager (CRM), Commercial Risk, is the primary liaison between insurance carriers and clients. The CRM manages commercial insurance programs, renewals, and day-to-day service inquiries, ensuring policy compliance and analyzing coverage and exposure trends. The role provides practical guidance on coverage to support strong client relationships, satisfaction, and retention, while delivering timely, accurate work and a consistent “Peace of Mind” client experience. The CRM collaborates with the Client Success Specialist, Advisor, carriers, vendors, and internal Baldwin support colleagues to ensure excellent service delivery.

Requirements

Strong knowledge of commercial insurance programs, preferably in an insurance brokerage firm.
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, manage deadlines, and follow structured processes.
Commitment to exceptional client service and responsive, reliable, proactive communication.
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, and Outlook), and digital workflow tools.
Ability to build trusted client relationships through honesty, integrity, authenticity, clear communication, and follow-through.
Ability to work effectively across teams, contribute to shared objectives, and escalate issues constructively.
Strong verbal and written communication and presentation skills.
Bachelor’s degree in business, insurance, finance, or a related field.
Current state Property & Casualty license.
2–4+ years of commercial insurance and account management experience.
Foundational understanding of commercial insurance processes and renewal workflows, including coverage structures and program types.

Nice To Haves

Professional insurance designation preferred.
Experience coordinating with offshore teams or third-party partners preferred.
High proficiency with AI-enabled tools and digital workflow platforms.

Responsibilities

Build and maintain strong client relationships as the primary point of contact, proactively communicating expectations, updates, and recommendations.
Assess client needs and develop tailored coverage solutions by evaluating existing programs and identifying 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 communications, including coverage summaries and client risk reports, and coordinate or conduct renewal meetings.
Maintain accuracy, timeliness, and completeness in all interactions.
Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.
Navigate workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
Apply expertise to inform Commercial Risk recommendations and provide guidance on coverage strategy and exposure analysis.
Perform high-level quality assurance on complex technical deliverables produced by others.
Prioritize and plan work to meet commitments aligned with organizational goals.
Build client relationships and deliver client-centric solutions; collaborate with peers and teams to meet shared objectives.