Sr. Client Relationship Manager, Employee Benefits

Baldwin Group Colleague, Inc.; Chattanooga (TN); On-site; USD 90,000 - 140,000; Full time

Job summary

The Baldwin Group seeks a Sr Client Relationship Manager, Employee Benefits, to lead a portfolio of mid to high complexity clients, guiding renewal strategy, compliance, and strategic benefit consulting. You will mentor colleagues and drive day-to-day client delivery in partnership with Advisors, CSS, and carriers to ensure a consistent Peace of Mind client experience.

In this role you will collaborate closely with the Client Executive and internal Baldwin support teams to strengthen

Qualifications

• Bachelor’s degree or higher in business, Insurance, Finance, or related field.
• Current Life & Health license required in the state.
• 4–6+ years of employee benefits and account management experience.
• Advanced understanding of employee benefits processes, market dynamics, and renewal lifecycles.
• Experience coordinating with offshore teams or third-party partners is preferred.
• Excellent verbal and written communication skills with executive audiences.

Responsibilities

• Foster and maintain strong relationships with assigned clients.
• Provide consulting by interpreting complex plan performance data and advising on design/coverage strategy.
• Ensure compliance with federal and state regulations; escalate only highly novel scenarios.
• Lead renewal strategy with option analysis, benchmarking, and plan design alternatives.
• Prepare and deliver QBR insights with advanced dashboard interpretation and trend analysis.
• Review and approve client-facing communications for accuracy and alignment.
• Manage client compliance calendars and identify emerging risks.
• Collaborate with CSS, Advisors, and carriers to ensure timely, data-driven deliverables.
• Resolve enrollment discrepancies and complex billing issues, coordinating with carriers.

Skills

Employee benefits

Account management

Client service

Strategic consulting

Verbal and written communication

Executive presentation

Education

Bachelor’s degree in business, Insurance, finance or a related field

Tools

Brokerage Builder

Microsoft Excel

AI-enabled tools

Digital workflow platforms

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 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 designations strongly preferred.
• Current state license required (Life & Health)
• 4-6+ years of employee benefits and account management experience, with demonstrated expertise in client service, plan administration, and strategic benefits consulting.
• Advanced understanding of employee benefits processes, market dynamics, exposure analysis, all funding arrangements and renewal lifecycles with proven experience managing mid to high complexity accounts.
• Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred
• Excellent verbal and written communication skills, including the ability to deliver presentations to executive decisionmakers and employee groups.

Skills & Behaviors

• Functional/Technical Skills Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
• Client Advisory: Deep technical expertise in Employee Benefits (market 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., Brokerage Builder), 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.

The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country. At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible.

The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.