Senior Client Relationship Manager, Employee Benefits - IAS Northeast

The Baldwin Group•Boston, MA

7d•$90,000•Hybrid

About The Position

The Senior Client Relationship Manager (Sr. CRM), Employee Benefits, serves as 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. Using advanced benefits expertise, the Sr. CRM leads multi-year renewal strategies, ensures completion of compliance requirements, analyzes complex benefit trends, and provides proactive strategic guidance to strengthen client relationships, satisfaction, and retention. Operating with a high degree of independence, the Sr. CRM drives day-to-day client delivery, leads pivotal planning in partnership with Advisors, 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. The Sr. CRM collaborates 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 client service, plan administration, and strategic benefits consulting.
Advanced ability to analyze complex benefits data, interpret plan performance, and provide strategic, data-driven client recommendations.
Ability to resolve escalated or highly complex client issues using sound judgment and consideration of downstream impacts.
Strong attention to detail when reviewing complex deliverables, including renewal documents, enrollment files, and communication materials.
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 across functional teams.
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 presentation and written communication skills, including communicating complex information to all levels of leadership, including C-suite.
Advanced understanding of employee benefits processes, market dynamics, exposure analysis, funding arrangements, and renewal lifecycles, with experience managing mid- to high-complexity accounts.
High proficiency with agency management systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms.

Nice To Haves

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

Responsibilities

Foster and maintain strong relationships with assigned clients.
Provide consulting by interpreting complex plan performance data and advising on plan design and coverage strategy.
Ensure compliance with federal and state regulations, escalating highly novel or enterprise-level scenarios as appropriate.
Lead renewal strategy 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 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.
Manage the client compliance calendar and ensure timely, accurate delivery of required notices, filings, and plan documentation; identify compliance risks and advise clients on mitigation.
Partner with Client Success Specialists, Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues affecting timelines or deliverables.
Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues using knowledge of carrier processes and plan rules; coordinate complex exceptions 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.