Sr. Client Relationship Manager

baldwin; Tampa (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Baldwin in Tampa, FL is seeking a Senior Client Relationship Manager (Sr. CRM) for Commercial Risk to lead a portfolio of mid to high complexity clients, overseeing insurance programs, renewals, and strategic partnerships.

You will apply advanced expertise to drive multi-year renewal strategies and ensure compliance. In this role you will mentor colleagues, deliver proactive guidance, interpret loss data, collaborate with advisors, carriers, and internal teams, and help strengthen client

Qualifications

• Advanced ability to analyze complex commercial insurance data and provide data-driven recommendations.
• Capable of resolving escalated or complex client issues by evaluating multiple variables and planning ahead.
• Strong attention to detail when reviewing renewal documents and exposure schedules.

Responsibilities

• Foster and maintain strong relationships with assigned clients.
• Provide consulting by interpreting loss and exposure data and advising on program design.
• Ensure compliance with applicable regulations and escalate only novel scenarios.
• Lead renewal strategy by preparing, analyzing, and presenting coverage options and design alternatives.
• Deliver QBR insights, trend analysis, and strategic recommendations to improve program performance.
• Review and approve client-facing communications for accuracy and alignment with strategy.
• Manage client compliance calendar and identify emerging compliance risks.
• Coordinate with CSS, Advisors, and third-party partners to clarify data needs and monitor progress.
• Resolve complex billing issues, claim disputes, and endorsement requests with carriers and internal experts.
• Coordinate deliverables across internal teams for renewal cycles and major events.

Skills

Client relationship management

Data analysis

Insurance program design

Renewal strategy

Compliance knowledge

Stakeholder communication

Project coordination

Leadership / mentoring

Job description

Position Summary

The Sr Client Relationship Manager (Sr. CRM), Commercial Risk, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing commercial insurance programs, renewals, retention, strategic partnership, and advanced service needs. This role applies advanced commercial insurance expertise to lead a multi-year renewal strategy, ensure completion of compliance requirements, analyze complex coverage and exposure trends, and provide proactive, strategic guidance that strengthens client relationships, satisfaction, and retention. Operating with a high degree of independence, the 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 loss and exposure data, advising on program design and coverage strategy.
• Ensure compliance with applicable federal and state regulations; escalating only highly novel or enterprise-level scenarios as appropriate.
• Lead the full renewal strategy by preparing, analyzing, and presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives; collaborate with Placement, Compliance, and Risk Management 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., loss run analysis, exposure modeling, total cost of risk modeling).
• Review, refine, and approve client-facing communication materials - including coverage summaries and client risk reports - 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 policy 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 coverage discrepancies, exposure questions, and policy issues using deep knowledge of carrier processes and program structures; manage highly complex exceptions and coordinate with carriers and 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 commercial insurance data, interpret loss and exposure 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, exposure schedules, and communication