Sr Client Relationship Manager, Commercial Risk-Middle Market

About this role

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

The Sr Client Relationship Manager (Sr. CRM), Commercial Risk, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing commercial insurance programs, renewals, retention, strategic partnership, and advanced service needs. This role applies advanced commercial insurance expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex coverage and exposure trends, and provide proactive, strategic guidance that strengthens 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. This role also mentors colleagues, contributes to process improvement initiatives, and ensures the delivery of 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.

Position Summary The Sr Client Relationship Manager (Sr. CRM), Commercial Risk, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing commercial insurance programs, renewals, retention, strategic partnership, and advanced service needs. This role applies advanced commercial insurance expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex coverage and exposure trends, and provide proactive, strategic guidance that strengthens 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. This role also mentors colleagues, contributes to process improvement initiatives, and ensures the delivery of 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.

Primary Responsibilities • Responsible for fostering and maintaining strong relationships with assigned clients. • Provide meaningful consulting by interpreting complex loss and exposure data, advising on program design and coverage strategy. • Ensure compliance with applicable federal and state regulations; escalating only highly novel or enterprise-level scenarios as appropriate. • Lead the full renewal strategy by 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 (QBR) insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes (e.g., loss run analysis, exposure modeling, total cost of risk modeling). • Review, refine, and approve client-facing communication materials — including coverage summaries and client risk reports — to ensure accuracy, clarity, and alignment with client strategy; collaborate with clients and colleagues during development and final approval. • Manage the client compliance calendar, ensuring timely and accurate delivery of required notices, filings, and policy documentation; proactively identify emerging compliance risks and advise clients on mitigation strategies. • Partner closely with Client Success Specialists (CSS), Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues that could impact timelines or strategic deliverables. • Resolve escalated coverage discrepancies, exposure questions, and policy issues using deep knowledge of carrier processes and program structures; manage highly complex exceptions and coordinate with carriers and clients as needed. • Plan, coordinate, and oversee deliverables across internal teams to ensure seamless execution of 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 to enhance service delivery.

Required Knowledge & Experience • Advanced ability to analyze complex commercial insurance data, interpret loss and exposure 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, exposure schedules, 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 rel

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