Senior Client Relationship Manager, Employee Benefits - IAS Northeast

Baldwin Group Colleague•Boston, MA

5d•Hybrid

About The Position

The Senior Client Relationship Manager (Sr. CRM), Employee Benefits, is the primary relationship manager for a portfolio of mid- to high-complexity clients. The role oversees employee benefit programs, renewals, retention, strategic partnerships, and advanced service needs. It applies advanced benefits expertise to lead multi-year renewal strategies, ensure completion of compliance requirements, analyze complex benefit trends, and provide proactive strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, the Sr. CRM leads day-to-day client delivery, partners with Advisors on pivotal planning, and resolves escalated or highly complex service issues. The role also mentors colleagues, contributes to process improvement initiatives, and supports a consistent “Peace of Mind” client experience. It collaborates closely with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to deliver exceptional service.

Requirements

Bachelor’s degree in business, insurance, finance, or a related field.
Current state Life & Health license.
4–6+ years of employee benefits and account management experience, including demonstrated expertise in client service, plan administration, and strategic benefits consulting.
Advanced understanding of employee benefits processes, market dynamics, exposure analysis, funding arrangements, and renewal lifecycles, with experience managing mid- to high-complexity accounts.
Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data-driven client recommendations.
Ability to resolve escalated or highly complex client issues by evaluating multiple variables, applying sound judgment, and anticipating downstream impacts.
Strong attention to detail when reviewing renewal documents, enrollment files, communication materials, and other complex deliverables.
Ability to manage multiple complex client timelines, prioritize competing demands, and meet deadlines in a fast-paced environment.
Ability to build credible relationships with clients and internal partners through transparent communication, reliable execution, and proactive service.
Ability to collaborate and lead effectively within cross-functional teams, contributing to shared objectives, knowledge sharing, and problem solving.
Ability to maintain long-term client relationships, anticipate needs, address concerns, and support client retention.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Strong verbal and written communication skills, including the ability to present complex information to executive decision-makers and employee groups.
Expert presentation skills and the ability to communicate complex information clearly to all levels of leadership, including C-suite.
Strategic prioritization and time-management skills.
Ability to build trust through honesty, integrity, and authenticity.
Proficiency with Agency Management Systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms.

Nice To Haves

Professional designations are strongly preferred.
Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred.

Responsibilities

Foster and maintain strong relationships with assigned clients.
Interpret complex plan performance data and advise clients on plan design and coverage strategy.
Ensure compliance with federal and state regulations, escalating highly novel or enterprise-level scenarios as appropriate.
Lead renewal strategies by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives; collaborate with Placement, Compliance, and Population Health teams on data-supported recommendations.
Prepare and deliver Quarterly Business Review insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes.
Review, refine, and approve employee-facing communications, including Benefit Guides, for accuracy, clarity, and alignment with client strategy; collaborate with clients and colleagues during development and final approval.
Manage client compliance calendars and ensure timely, accurate delivery of required notices, filings, and plan documentation; identify emerging compliance risks and advise clients on mitigation strategies.
Partner with Client Success Specialists, Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues affecting timelines or strategic deliverables.
Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues using knowledge of carrier processes and plan rules; manage complex exceptions and coordinate with carriers and clients.
Plan, coordinate, and oversee deliverables across internal teams for renewal cycles, onboarding, audits, and other major client events.
Investigate and resolve complex billing issues, claim disputes, and endorsement requests with carriers and internal technical experts; identify patterns and recommend service improvements.
Mentor colleagues and contribute to process improvement initiatives.
Provide strategic client guidance, communicate complex information to executive audiences, and support client retention.
Perform high-level quality assurance on complex technical deliverables produced by others.