Client Relationship Manager, Commercial Risk-Middle Market

Baldwin Group Colleague, Inc. is hiring a Client Relationship Manager to manage commercial insurance programs, renewals, and day-to-day client service. The role advises clients on coverage and compliance, coordinates with carriers and internal teams, and supports client satisfaction and retention.

Responsibilities:

• Build and maintain strong client relationships as the primary point of contact, proactively communicating expectations, updates, and recommendations
• Assess client needs and develop tailored coverage solutions, including evaluating existing programs and identifying opportunities for additional or enhanced coverage
• Lead the renewal process by preparing, analyzing, and effectively presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives
• Manage the client service calendar, including onboarding, renewals, policy issuance, compliance updates, and delivery of required policy documentation
• Ensure insurance programs comply with applicable federal and state regulations and oversee related compliance activities including policy documentation and regulatory filings
• Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity to ensure timely, accurate service delivery
• Oversee new client onboarding in alignment with the Peace of Mind process, including timely C-suite engagement
• Partner with Client Success Specialists and internal teams to clarify data needs, monitor task progress, and maintain consistent, high-quality workflows
• Develop client-facing communication materials, including coverage summaries and client risk reports, and coordinate or conduct renewal meetings
• Maintain high standards of accuracy, timeliness, and completeness in all interactions
• Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed

Requirements:

• Strong industry knowledge of commercial insurance programs, preferably in a brokerage firm
• Strong analytical and problem-solving skills
• Ability to manage multiple projects and priorities effectively
• A commitment to providing exceptional client service
• Ability to evaluate complex information, identify issues within defined parameters, and recommend next steps
• Strong attention to detail when reviewing materials for completeness and accuracy
• Proficiency with Agency Management Systems (e.g., Applied Epic), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and digital workflow tools
• Able to prioritize tasks, manage deadlines, and follow structured processes to support client commitments
• Build strong relationships with clients through responsive, reliable communication and a proactive service-oriented approach
• Demonstrates firm's core values with aligned corporate culture, including reliability, integrity, and follow-through; communicates clearly about status and next steps
• Works effectively within cross-functional teams, contributing to shared objectives and escalating issues constructively
• Strong presentation skills, both verbal and written communications
• Bachelor's degree in business, insurance, finance, or related field
• Current state license required (Property & Casualty)
• 2–4+ years of commercial insurance and account management experience
• Excellent verbal and written communication skills to deliver presentations to decision-makers and clients
• Foundational understanding of commercial insurance processes and renewal workflows, including functional knowledge of coverage structures and program types
• Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations
• Client Advisory: Applies expertise to inform recommendations and provide guidance in Commercial Risk (coverage strategy, exposure analysis)
• Quality Assurance: Expertise in performing high-level quality assurance on complex technical deliverables produced by others
• Systems Agility: High proficiency in Agency Management Systems (e.g., Applied Epic), Microsoft Excel, AI-enabled tools, and digital workflow platforms
• Planning: Strategic prioritization and time management; planning and prioritizing work to meet commitments aligned with organizational goals
• Earns Trust: Confidence in advising clients on complex matters; gaining the confidence and trust of others through honesty, integrity, and authenticity
• Peer Relationships: Can solve problems with teams with a minimum of noise; builds partnerships and works collaboratively with others to meet shared objectives
• Client Focus: Builds strong client relationships and delivers client-centric solutions that exceed expectations
• professional insurance designation preferred
• Experience coordinating with offshore teams or third-party partners is preferred