Sr. Client Relationship Manager

Baldwin Group Colleague•Tampa, FL

About The Position

The Sr. Client Relationship Manager (Sr. CRM), Commercial Risk, serves as the primary relationship manager for a portfolio of mid- to high-complexity clients. The role oversees commercial insurance programs, renewals, retention, strategic partnerships, and advanced service needs. Applying advanced commercial insurance expertise, the Sr. CRM leads multi-year renewal strategy, ensures compliance requirements are completed, analyzes complex coverage and exposure trends, and provides proactive guidance to strengthen client relationships, satisfaction, and retention. Working 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, 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, finance, insurance, or a related field.
Current state Property & Casualty license.
4–6+ years of commercial insurance and account management experience, with demonstrated expertise in client service, program administration, and strategic risk consulting.
Advanced understanding of commercial insurance processes, market dynamics, exposure analysis, program structures, and renewal lifecycles.
Proven experience managing mid- to high-complexity accounts.
Advanced ability to analyze complex commercial insurance data, interpret loss and exposure 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 complex deliverables, including renewal documents, exposure schedules, and communication materials.
Ability to manage multiple complex client timelines, prioritize competing demands, and consistently meet deadlines in a fast-paced environment.
Ability to build credible client and internal-partner relationships through transparent communication, reliable execution, and proactive service.
Ability to collaborate and lead effectively within cross-functional teams and contribute to shared objectives, knowledge sharing, and problem solving.
Ability to maintain long-term client relationships, anticipate needs, address concerns proactively, and support client retention.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Excellent verbal and written communication and presentation skills, including the ability to explain complex information to leadership and C-suite audiences.
Strategic execution skills, including proactive performance measurement and resolution of complex carrier or compliance escalations.
Deep technical expertise in Commercial Risk, including market strategy, exposure analysis, and total cost of risk.
Expertise in high-level quality assurance of complex technical deliverables produced by others.
High proficiency with Agency Management Systems, such as Applied Epic, Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Strategic prioritization and time-management skills.
Ability to earn trust through honesty, integrity, and authenticity.
Ability to build partnerships, solve problems collaboratively, and deliver client-centric solutions.

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 loss and exposure data and advise clients on program design and coverage strategy.
Ensure compliance with applicable federal and state regulations, escalating novel or enterprise-level scenarios as appropriate.
Lead full renewal strategy, including preparing, analyzing, and presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives.
Collaborate with Placement, Compliance, and Risk Management teams to develop 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 client-facing materials, including coverage summaries and client risk reports, for accuracy, clarity, and alignment with client strategy.
Manage the client compliance calendar and ensure timely, accurate delivery of required notices, filings, and policy 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 coverage discrepancies, exposure questions, and policy issues; manage complex exceptions and coordinate with carriers and clients as needed.
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 in coordination with carriers and internal technical experts.
Identify service-delivery patterns and recommend process improvements.
Mentor colleagues and contribute to process improvement initiatives.
Coordinate with offshore teams, shared service centers, or third-party partners to support complex workflows, as applicable.