Senior Client Relationship Manager, Employee Benefits - IAS Northeast

Baldwin Group Colleague; Boston (MA); On-site; USD 110,000 - 165,000; Full time

Job summary

Baldwin is seeking a Sr Client Relationship Manager (Sr. CRM), Employee Benefits, to lead a portfolio of mid to high complexity clients with renewal strategy, compliance, and strategic guidance.

You will work with Advisors, CSS, carriers, and Baldwin teams to deliver proactive service and a seamless client experience. The role emphasizes advanced benefits knowledge, independent day-to-day client delivery, and collaboration across internal and external partners to ensure retention and

Qualifications

• Advanced ability to analyze complex benefits data.
• Capable of resolving escalated or highly complex client issues.
• Strong attention to detail when reviewing renewal documents and communications.
• Ability to manage multiple complex client initiatives.

Responsibilities

• Foster and maintain strong relationships with assigned clients.
• Provide meaningful consulting by interpreting complex plan performance and advising on design.
• 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.
• Prepare and deliver Quarterly Business Review (QBR) insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations.
• Review, refine, and approve employee facing communication materials-including Benefit Guides.
• Manage the client compliance calendar, ensuring timely and accurate delivery of notices and plan documentation.
• Partner with Client Success Specialists, Advisors, and third-party partners to clarify data needs and troubleshoot issues.
• Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues.
• Plan, coordinate, and oversee deliverables across internal teams to ensure renewal cycles and major client events run smoothly.
• Investigate and resolve complex billing issues, claim disputes, and endorsements with carriers and internal experts.

Skills

Benefits data analysis

Renewals planning

Regulatory compliance

Client relations management

Escalation resolution

Job description

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.

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 ti