Client Relationship Manager, Commercial Risk-Middle Market

Baldwin Group Colleague; Tampa (FL); On-site; USD 95,000 - 130,000; Full time

Job summary

The Baldwin Group, an award-winning insurance brokerage, is seeking a Client Relationship Manager (CRM), Commercial Risk, to be the primary liaison between clients and carriers. You will manage commercial programs, renewals, and daily inquiries, ensuring policy compliance and actionable guidance to drive client satisfaction and retention.

You will collaborate with internal teams to deliver a consistent Peace of Mind client experience, support renewal design, and develop client-facing

Qualifications

• Strong knowledge of commercial insurance programs and brokerage practices.
• Analytical and problem-solving skills for evaluating coverage and exposure trends.
• Ability to manage multiple projects and priorities while delivering service excellence.
• Commitment to providing exceptional client service and proactive communication.
• Ability to review complex information and recommend next steps.
• Attention to detail in reviewing materials for completeness and accuracy.

Responsibilities

• Build and maintain strong client relationships as the primary contact and communicate expectations and updates.
• Assess client needs and tailor coverage solutions, evaluating current programs and identifying opportunities for enhancements.
• Lead renewals by preparing, analyzing, and presenting coverage options and benchmarking data.
• Manage the client service calendar, onboarding, renewals, policy issuance, and documentation.
• Ensure programs comply with federal and state regulations and oversee related filings.
• Coordinate with carriers and vendors to negotiate contracts and manage policy activity.
• Oversee new client onboarding with timely executive engagement.
• Collaborate with internal teams to clarify data needs and maintain workflow quality.
• Develop client-facing materials, coverage summaries, and renewal meeting content.
• Maintain accuracy and timeliness in all client interactions and continuously seek process improvements.

Skills

Client relations

Analytical thinking

Problem-solving

Multitasking

Communication skills

Insurance knowledge

Industry knowledge: commercial

Applied Epic

Microsoft Office

Tools

Applied Epic

Microsoft Office

Job description

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 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.

Position Summary

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 skil