Client Relationship Manager, Commercial Risk-Middle Market

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.

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 skills, both verbal and written communications.

Bachelor's Degree in Business, Insurance, Finance, or Related Field; Professional Insurance Designation Preferred

Current State License Required (Property & Casualty)

2–4+ Years of Commercial Insurance and Account Management Experience

Excellent Verbal and Written Communication Skills to Deliver Presentations to Decision-Makers and Clients

Foundational Understanding of Commercial Insurance Processes and Renewal Workflows, Including Functional Knowledge of Coverage Structures and Program Types

Experience Coordinating with Offshore Teams or Third-Party Partners Is Preferred

Skills & Behaviors

• Functional/Technical Skills: Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations. Client Advisory: Applies expertise to inform recommendations and provide guidance in Commercial Risk (coverage 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., Applied Epic), 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.