Senior Client Relationship Manager, Employee Benefits - IAS Northeast

The Baldwin Group•Boston, MA

15h•$90,000

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. Applying 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 helps deliver a consistent “Peace of Mind” client experience. The Sr. CRM collaborates closely with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure exceptional service delivery.

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, with demonstrated expertise in client service, plan administration, and strategic benefits consulting.
Advanced understanding of employee benefits processes, market dynamics, exposure analysis, all funding arrangements, and renewal lifecycles, with proven experience managing mid- to high-complexity accounts.
Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data-driven recommendations to clients.
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 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-oriented engagement.
Ability to collaborate and lead effectively within cross-functional teams, contributing to shared objectives, knowledge sharing, and collaborative problem solving.
Ability to maintain long-term client relationships as a trusted resource, anticipate needs, address concerns proactively, and support client retention.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Expert presentation skills and ability to communicate complex information clearly in verbal and written formats to all levels of leadership, including C-suite audiences.
High proficiency in Agency Management Systems, such as Brokerage Builder, Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Strategic prioritization and time-management skills to plan work and meet commitments aligned with organizational goals.
Ability to advise clients confidently on complex matters and earn trust through honesty, integrity, and authenticity.
Ability to solve problems collaboratively with teams and build partnerships to meet shared objectives.
Ability to build strong client relationships and deliver client-centric solutions that exceed expectations.
Excellent verbal and written communication skills, including the ability to present to executive decision-makers and employee groups.

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 the full 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 advanced dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes.
Review, refine, and approve employee-facing communication materials, including Benefit Guides, for accuracy, clarity, and alignment with client strategy; collaborate on their development and final approval.
Manage the client compliance calendar 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 as needed.
Plan, coordinate, and oversee internal-team deliverables 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-delivery improvements.
Mentor colleagues and contribute to process improvement initiatives.