Client Relationship Manager, Commercial Risk-Middle Market

The Baldwin Group•Tampa, FL

10d

About The Position

The Client Relationship Manager (CRM), Commercial Risk, is the primary liaison between insurance carriers and clients, managing commercial insurance programs, renewals, and day-to-day service inquiries. The role ensures 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 Client Success Specialists, Advisors, carriers, and internal support colleagues. The role includes assessing client needs and developing tailored coverage solutions; leading renewals; managing service calendars and onboarding; overseeing compliance activities; coordinating with carriers and vendors; preparing client communications and risk reports; and maintaining quality across service delivery. The CRM also identifies opportunities to improve processes and workflows and escalates issues when needed.

Requirements

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.
Strong knowledge of commercial insurance programs, preferably in a brokerage firm.
Foundational understanding of commercial insurance processes and renewal workflows, including 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.
Commitment to exceptional client service and proactive, responsive communication.
Strong attention to detail when reviewing materials for completeness and accuracy.
Proficiency with Agency Management Systems such as Applied Epic, Microsoft Office (Excel, Word, PowerPoint, Outlook), and digital workflow tools.
Strong verbal and written communication and presentation skills, including presenting to decision-makers and clients.
Ability to work effectively across teams, contribute to shared objectives, and escalate issues constructively.
Demonstrated reliability, integrity, clear communication about status and next steps, and follow-through.

Nice To Haves

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

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, and identify opportunities for additional or enhanced coverage.
Lead renewals by preparing, analyzing, and presenting coverage options, benchmarking, loss experience, exposure analyses, and program design alternatives.
Manage the client service calendar, including onboarding, renewals, policy issuance, compliance updates, and required policy documentation.
Ensure insurance programs comply with applicable federal and state regulations and oversee related policy documentation and regulatory filings.
Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity for timely and 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.
Identify process, tool, and workflow improvements and escalate issues to leadership as needed.