Sr. Client Relationship Manager, Employee Benefits - IAS, West

The Baldwin Group•Roseville, CA

23h

About The Position

The Baldwin Group is seeking a Sr. Client Relationship Manager (Sr. CRM) for their Employee Benefits division. This role is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing employee benefit programs, renewals, retention, strategic partnership, and advanced service needs. The Sr. CRM will apply advanced benefits expertise to lead multi-year renewal strategies, ensure compliance, analyze benefit trends, and provide proactive, strategic guidance to strengthen client relationships, satisfaction, and retention. The role operates with a high degree of independence, driving day-to-day client delivery, leading planning in partnership with Advisors, and resolving escalated service issues. Additionally, the Sr. CRM will mentor colleagues, contribute to process improvement, and ensure a consistent client experience. Collaboration with the Client Executive, Client Success Specialist, Advisor, carriers, and internal support colleagues is key to exceptional service delivery.

Requirements

Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data driven recommendations to clients.
Capable of resolving 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, to ensure accuracy, completeness, and strategic alignment.
Ability to manage multiple complex client timelines, prioritize competing demands, and consistently meet deadlines in a fast-paced environment.
Build a strong and credible relationship with clients and internal partners through transparent communication, reliable execution, and proactive, service-oriented engagement.
Collaborates/ Leads effectively within cross functional teams, contributing to shared objectives, knowledge sharing, and collaborative problem solving.
Maintains strong, long term client relationships as a trusted resource, anticipating needs, proactively addressing concerns, and supporting and leading as an example in effective client retention.
Exemplary demonstration of firm’s core values with aligned corporate culture, including reliability, integrity, and follow through; communicates clearly about status and next steps.
Expert presentation skills, including the ability to communicate complex information clearly in both verbal and written formats for all levels of leadership (C-suite).
Bachelor’s degree in business, Insurance, finance or a related field.
Current state license required (Life & Health)
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.
Excellent verbal and written communication skills, including the ability to deliver presentations to executive decisionmakers and employee groups.

Nice To Haves

Professional designations strongly preferred.
Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred.
High proficiency in Agency Management Systems (e.g., Brokerage Builder), Microsoft Excel, AI-enabled tools, and digital workflow platforms.

Responsibilities

Fostering and maintaining strong relationships with assigned clients.
Providing meaningful consulting by interpreting complex plan performance data, advising on plan design and coverage strategy.
Ensuring compliance with federal and state regulations.
Leading the full renewal strategy by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives.
Preparing and delivering Quarterly Business Review (QBR) insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations.
Reviewing, refining, and approving employee-facing communication materials to ensure accuracy, clarity, and alignment with client strategy.
Managing the client compliance calendar, ensuring timely and accurate delivery of required notices, filings, and plan documentation.
Partnering closely with Client Success Specialists (CSS), Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues.
Resolving escalated enrollment discrepancies, eligibility questions, and coverage issues using deep knowledge of carrier processes and plan rules.
Planning, coordinating, and overseeing deliverables across internal teams to ensure seamless execution of renewal cycles, onboarding, audits, and other major client events.
Investigating and resolving complex billing issues, claim disputes, and endorsement requests by coordinating with carriers and internal technical experts.