Senior Client Relationship Manager, Employee Benefits - IAS Northeast

baldwin; Boston (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

Baldwin is seeking a Sr. Client Relationship Manager (Sr. CRM) in Employee Benefits to manage a portfolio of mid to high complexity clients.

You will lead multi-year renewal strategies, analyze complex benefit trends, provide proactive guidance, and ensure compliance. You will collaborate with internal teams to deliver exceptional service and mentor colleagues for process improvements. The role emphasizes delivering a consistent "Peace of Mind" client experience, driving renewal success, and

Qualifications

• Advanced ability to analyze complex benefits data and recommend strategies.
• Ability to lead renewal strategies and advise on plan design.
• Strong client relationship management and communications.
• Ability to manage multiple complex client timelines and deadlines.
• Experience presenting to executives (C-suite) and internal teams.

Responsibilities

• Foster and maintain strong relationships with assigned clients.
• Consult on plan design and coverage strategy using data.
• Ensure compliance with federal and state regulations.
• Lead renewal strategy with data analysis and benchmarking.
• Deliver QBR insights with trend analysis and recommendations.
• Review and approve client communications for accuracy.
• Manage compliance calendar and notices.
• Coordinate with internal teams to meet timelines.
• Resolve enrollment or coverage issues using carrier knowledge.
• Oversee renewal, onboarding, audits and major client events.
• Investigate billing issues and identify process improvements.

Skills

Benefits data analysis

Renewal strategy

Client relationships

Cross-functional collaboration

Education

Bachelor's degree

Job description

Position Summary

The Sr Client Relationship Manager (Sr. CRM), Employee Benefits, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing employee benefit programs, renewals, retention, strategic partnership and advanced service needs. This role applies advanced benefits expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex benefit trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, 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 plan performance data, advising on plan design and coverage strategy.


• Ensure compliance with federal and state regulations; escalating only highly novel or enterprise level scenarios as appropriate.


• Lead the full renewal strategy by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives; collaborate with Placement, Compliance, and Population Health 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. Underwriting workup, advanced modeling, Self Insured feasibility study and stoploss reporting)


• Review, refine, and approve employee facing communication materials-including Benefit Guides-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 plan 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 enrollment discrepancies, eligibility questions, and coverage issues using deep knowledge of carrier processes and plan rules; manage highly complex exceptions and coordinate with carriers/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 benefits data, interpret plan 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, enrollment files, 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 relationship with clients and internal partners through transparent communication, reliable execution, and proactive, service-oriented engagement.


• Collaborates/ Leads effectively within cross functional teams, contributing to shared objectives, knowledge sharing, and collaborative problem solving.


• Maintains strong, long term client relationships as a trusted resource, anticipating needs, proactively addressing concerns, and supporting and leading as an example in effective client retention.


• Exemplary demonstration of firm's core values with aligned corporate culture, including reliability, integrity, and follow through; communicates clearly about status and next steps.


• Expert presentation skills, including the ability to communicate complex information clearly in both verbal and written formats for all levels of leadership (C-suite).

Qualifications

• Bachelor's degree in business, Insurance, finance or a related field; professional design