Sr. Client Relationship Manager, Employee Benefits

The Baldwin Group•Chattanooga, TN

About The Position

The Sr. 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. Applying advanced benefits expertise, the Sr. CRM leads multi-year renewal strategies, ensures compliance requirements are completed, analyzes complex benefit 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 and pivotal planning in partnership with Advisors, and resolves escalated or highly complex service issues. The role mentors colleagues, contributes to process improvements, and supports a consistent “Peace of Mind” client experience. It 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 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 communications.
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, supporting shared objectives, knowledge sharing, and collaborative problem solving.
Ability to maintain long-term client relationships as a trusted resource, anticipate needs, address concerns, and support client retention.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Excellent presentation skills and ability to communicate complex information clearly, verbally and in writing, to all levels of leadership, including C-suite audiences.
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 in Agency Management Systems, such as Brokerage Builder, 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 solve problems collaboratively and build partnerships to meet shared objectives.
Client-focused approach to building strong relationships and delivering solutions that exceed expectations.

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, including preparing, analyzing, and presenting benefit options, benchmarking, claims 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 communications, including Benefit Guides, for accuracy, clarity, and alignment with client strategy; collaborate with clients and colleagues through development and final approval.
Manage client compliance calendars and ensure timely, accurate delivery of required notices, filings, and plan 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 enrollment discrepancies, eligibility questions, and coverage issues using knowledge of carrier processes and plan rules; manage complex exceptions and coordinate 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.
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.