Sr. Client Relationship Manager

The Baldwin Group•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. It applies advanced commercial insurance expertise to lead multi-year renewal strategies, ensure compliance requirements are completed, analyze complex coverage and exposure trends, and provide 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, resolves escalated or highly complex service issues, mentors colleagues, and contributes to process improvements. The role works closely with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to deliver a consistent “Peace of Mind” client experience.

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, including client service, program administration, and strategic risk consulting.
Advanced understanding of commercial insurance processes, market dynamics, exposure analysis, program structures, and renewal lifecycles, with experience managing mid- to high-complexity accounts.
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 meet deadlines in a fast-paced environment.
Ability to build credible client and internal relationships through transparent communication, reliable execution, and proactive service.
Ability to collaborate and lead effectively across cross-functional teams, support shared objectives, and contribute to 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.
Expert verbal and written presentation skills, including the ability to communicate complex information to all levels of leadership, including C-suite decision-makers.
Strategic prioritization and time management to plan work and meet commitments aligned with organizational goals.
High-level quality assurance skills for 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.

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 highly novel or enterprise-level scenarios when appropriate.
Lead the 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 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 client-facing materials, including coverage summaries and client risk reports, for accuracy, clarity, and alignment with client strategy; coordinate with clients and colleagues during development and approval.
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.
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 by coordinating with carriers and internal technical experts; identify patterns and recommend process improvements.
Mentor colleagues and contribute to process improvement initiatives.