Client Relationship Manager, Commercial Risk-Middle Market

Client Relationship Manager (CRM), Commercial Risk

The Client Relationship Manager (CRM), Commercial Risk, is the primary liaison between insurance carriers and clients, managing commercial insurance programs, renewals, and day-to-day service inquiries. They ensure policy compliance, analyze coverage and exposure trends, and provide practical guidance on coverage, with the goal of driving client relationships, satisfaction, and retention. The CRM applies practical commercial insurance knowledge to ensure timely, accurate deliverables and supports the delivery of a consistent "Peace of Mind" client experience. This role collaborates closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure excellent service delivery.

Primary 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.

Required Knowledge & Experience

• 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.

Qualifications

• Bachelor's degree in business, insurance, finance, or related field; professional insurance designation preferred.
• Current state license required (Property & Casualty).
• 24+ 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.
• Experience coordinating with offshore teams or third-party partners is preferred.

Skills & Behaviors

Functional/Technical Skills

• 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.

Behaviors

• 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.