Sr. Client Relationship Manager, Employee Benefits - IAS, West

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.

Primary Responsibilities

• Foster and maintain 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; escalate 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.
• 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.
• 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.
• 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 decision-makers and employee groups.

Skills & Behaviors

• 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.
• 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.

Pay

The starting salary is $100-110,000 annually. Salary is negotiable upon time of hire.