Client Success Specialist, Commercial Risk-Middle Market

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation applying commercial insurance knowledge, professional judgement and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations, coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply commercial insurance process knowledge, expertise and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than one-half of working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Position Summary

The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation applying commercial insurance knowledge, professional judgement and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations, coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply commercial insurance process knowledge, expertise and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement and decision making through hands-on experience.   You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than one-half of working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Primary Responsibilities

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Independently lead process execution and cross-functional coordination for assigned clients.
• Oversee the deliverables and ensures accurate and timely execution of all renewal activities, exercising judgement to anticipate issues, resolve conflicts and deliver high-quality service.
• Identify discrepancies and independently determine root causes and resolve issues directly or escalates appropriately.
• Support compliance-related activities (e.g., certificate of insurance issuance, policy documentation, regulatory notices) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Partner with internal colleagues and third party providers as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients.
• Advise internal colleagues and third party partners on complex situations synthesizing insurance information, preparing client-ready documentation, and formulating recommendations on appropriate paths forward. 
• Prepare external communications such as renewal materials, coverage summaries, certificate instructions, claims updates, and policy administration messages.
• Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
• Partners with shared services partners and third-party vendors by applying process knowledge and expertise, identifying service risks during implementations and renewals.
• Supports retention and growth of an assigned book of business by delivering