The Baldwin Group

Inside Sales

• Build, manage, and grow a robust sales pipeline to consistently achieve revenue targets
• Engage and qualify both inbound leads and self-generated opportunities, guiding prospects through the sales process to close
• Proactively identify and vet prospective clients and decision-makers using creative outreach and lead generation strategies
• Conduct discovery conversations to understand client needs and position tailored solutions
• Maintain consistent sales activity through organized planning, follow-up, and pipeline management
• Develop and nurture relationships with prospective clients to drive conversion and long-term engagement
• Clearly communicate value, provide consultative guidance, and confidently move opportunities to close
• Maintain a strong understanding of products, services, and market trends
• Partner closely with Account Management to ensure a smooth transition from sale to onboarding

Commercial Inside Sales Advisor – Innovation

Artificial Intelligence

• Lead the strategic vision, design, and execution of enterprise technology architecture and artificial intelligence capabilities.
• Serve as a trusted partner to executive leadership and business unit leaders.
• Advance the firm’s digital and AI maturity by aligning architecture strategy with business priorities.
• Design, deploy, and govern an enterprise Agentic AI framework.
• Lead evaluation and selection of LLM platforms.
• Establish and govern enterprise architecture standards across applications, data, integrations, infrastructure, and security.
• Ensure architecture decisions balance innovation, risk management, cost efficiency, and long-term sustainability.
• Define and lead the enterprise AI strategy, establishing a clear vision for AI transformation.

Senior Director, AI, Architecture – Insurance Industry Experience Required

Customer Success Manager

• 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 ensure 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 accurate, timely policy administration and high-quality client experience.
• Participates in renewal calls and/or client meetings serving as a knowledgeable point of contact for clients and colleagues.

Client Success Specialist, Commercial Risk – Middle Market

Customer Support

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs
• Maintain calm, confident, and friendly communication while multitasking across several systems and screens
• Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps
• Ability to address concerns, overcome objections, and present solutions or alternatives
• Enter accurate information and process updates in real time during client calls
• Process endorsements, audits, and other policy modifications
• Perform additional duties as assigned

Customer Service Specialist – Personal Lines

Risk

• Establish and influence the long-term strategic vision, market direction, and growth strategy for the Family Office practice within the PRM organization.
• Serve as the organization's senior authority on family office risk management, advising executive leadership on emerging trends, market opportunities, business strategy, and competitive positioning.
• Drive the development of innovative service models, advisory capabilities, and risk management solutions designed specifically for family offices, UHNW families, and complex wealth structures.
• Identify emerging business opportunities and market trends that impact family offices, wealth preservation strategies, and affluent client segments.
• Influence enterprise-level strategic initiatives and business planning activities impacting the Family Office and Private Risk Management practices.
• Serve as the lead advisor and escalation resource for the firm's most sophisticated family office relationships and highest-profile private client engagements.
• Consult on highly complex personal and commercial risk structures involving family offices, trusts, private aviation, marine portfolios, luxury real estate, investment partnerships, family foundations, cybersecurity, executive protection, and global exposures.
• Act as a thought leader and recognized authority within the private risk management and family office community through speaking engagements, authorship, industry participation, and strategic advisory activities.

Family Office Practice Leader – National Private Risk Management

Client Partner

• Coordinate carrier relationships and lead service team on large accounts
• Perform marketing activities for assigned large accounts
• Prepare and peer review risk maps
• Coordinate service delivery and develop placement/renewal strategy
• Complete special projects and suggest improvements

Senior Client Manager, Commercial Risk

Account Manager

• Participate in day-to-day operations of a service team and the assigned book of business
• Partner with the team and Producers to assist with customer service needs to maintain and grow the book of business.
• Interact with carriers, underwriters, and clients to provide data and information for decision making.
• Responsible for entering and maintaining client data within EPIC and other 3rd party vendor software as appropriate, in accordance with standards.
• Prepare requests for renewal information, including exposure analysis/renewal workbooks, and work directly with clients to obtain information required for renewals
• Analyze renewal quotes for accuracy and prepare proposal/presentation documents for Account Executive review
• Process policies, certificates, change requests, ID cards, endorsements, cancellations, audits and invoicing as required
• Request loss runs, claims analysis and other applicable needs to meet client, producer, or carrier needs.
• Handle insurance requirements on contract reviews
• May sometimes partner with the team and Producers to assist with marketing new and renewal business to grow the book of business/round out accounts
• Other duties as assigned

CAC Account Coordinator, Property & Casualty

Analyst

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs
• Maintain calm, confident, and friendly communication while multitasking across several systems and screens
• Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps
• Ability to address concerns, overcome objections, and present solutions or alternatives
• Enter accurate information and process updates in real-time during client calls
• Process endorsements, audits, and other policy modifications
• Perform additional duties as assigned

Client Relations Analyst – Personal Lines

Product Manager

• Owns product strategy and delivery outcomes across The Baldwin Group's AI Engineering, Automation & Integration, and Cloud & DevOps portfolios, with primary focus on AI.
• Define and prioritize the AI product roadmap in partnership with business product owners, sequencing initiatives by business value, risk, and dependencies
• Translate business requirements into well-structured product requirements and backlog items for the engineering team
• Own outcomes across the AI portfolio: keep initiatives aligned to scope and value, and make the prioritization calls when trade-offs arise
• Direct AI, automation/integration, and cloud vendors and implementation partners, holding them accountable to product requirements and milestones
• Lead cross-functional rollout planning and stakeholder alignment for AI solutions going into production
• Own product outcomes for Automation & Integration initiatives (workflow automation, iPaaS, system integrations), balancing platform consolidation, reliability, and business enablement
• Own product outcomes for Cloud & DevOps initiatives (infrastructure platforms, CI/CD, developer tooling), partnering with engineering leads on roadmap sequencing and value delivery
• Define and continuously refine vision, strategy, and measurable objectives for AI initiatives, ensuring clear alignment with Baldwin's brokerage strategy and operating model
• Develop and maintain an outcome-oriented roadmap that balances regulatory, operational, user experience, and technical considerations; socialize and adjust based on evidence and stakeholder input
• Lead structured discovery (stakeholder interviews, journey mapping, qualitative research, workshops) to understand user problems and opportunities for AI-driven solutions
• Partner with Analytics and business teams to translate behavioral data, incident trends, and operational metrics into actionable product insights and hypotheses
• Translate problems and opportunities into well-formed epics, features, and user stories with clear acceptance criteria for Agile delivery teams
• Act as product lead within Agile ceremonies (planning, backlog refinement, reviews), ensuring work items are ready, understood, and anchored to defined outcomes
• Define and track product KPIs and success metrics (adoption, task completion, error/incident rates, cycle times, NPS/CSAT); run and interpret small experiments (A/B tests, pilot cohorts) to guide iteration
• Serve as primary point of contact for designated business areas on AI, automation/integration, and cloud/DevOps initiatives, managing expectations and aligning on priorities and trade-offs
• Facilitate cross-functional decision making, presenting clear options, impacts, and recommendations to leaders and governance forums
• Support change adoption by partnering with Training, Communications, and local leaders to embed new AI capabilities into processes and roles
• Provide peer coaching and informal mentoring to Associate and Technology Product Analysts on discovery methods, story writing, prioritization, and stakeholder engagement

AI Technology Product Manager – Enterprise

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs.
• Maintain calm, confident, and friendly communication while multitasking across several systems and screens.
• Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps.
• Ability to address concerns, overcome objections, and present solutions or alternatives.
• Enter accurate information and process updates in real time during client calls.
• Process endorsements, audits, and other policy modifications.
• Perform additional duties as assigned.

Insurance Customer Service Representative – Personal Lines

Sales Operations Manager

• Identify new leads that fit the target prospect profile
• Execute top-of-the-funnel lead generation activities to uncover new sales opportunities via phone, email, social media
• Create compelling content and execute drip campaigns to targeted companies that fit the firm’s “ideal client profile.”
• Help to coordinate and plan webinars and in person educational events for existing clients and prospects
• Develop an understanding of our business development model and assist Partner in execution
• Generate and execute long-cycle business development strategies, document meaningful activity and track results
• Create unique and creative content to communicate proposed solutions to prospects and clients
• Work with a mentor and participate in team meetings to review sales activities/results and learn about market trends, company goals, etc.
• Obtain a broad understanding of the insurance industry, internal procedures, carrier products, firm services and lead qualification

Sales Enablement Specialist

• Prepares documents for presenting risks to market
• Prepares applications, summaries of insurance, insurance certificates, auto identification cards and other coverage related documents
• Assists client service teams in the preparation of presentation materials
• Analyzes and summarizes complex data and compiles reports under supervision
• Records data into the appropriate insurance company and firm software programs
• Runs monthly cancellation and expiration reports
• Processes and completes endorsements and audits
• Completes special projects as assigned
• Looks for opportunities to improve the firm, business segment and processes

Licensed Client Support Specialist – Personal Lines

• Define and continuously refine vision, strategy, and measurable objectives for assigned products, ensuring clear alignment with Baldwin’s brokerage strategy and operating model.
• Develop and maintain an outcome‑oriented product roadmap that balances regulatory, operational, user experience, and technical considerations; socialize and adjust roadmaps based on evidence and stakeholder input.
• Lead structured discovery using techniques endorsed by accredited product programs (e.g., stakeholder interviews, journey mapping, qualitative user research, and collaborative workshops) to understand user problems and opportunities.
• Partner with Analytics and business teams to translate behavioral data, incident trends, and operational metrics into actionable product insights and hypotheses.
• Translate problems and opportunities into well‑formed epics, features, and user stories with clear acceptance criteria and edge cases suitable for Agile delivery teams.
• Collaborate daily with Engineering, Architecture, UX, and Operations to shape feasible solution options, clarify trade‑offs, and ensure designs adhere to technical, security, and data standards.
• Own the product backlog for assigned domains: prioritize based on customer impact, risk, regulatory needs, dependencies, and capacity, using recognized prioritization frameworks (e.g., RICE, WSJF, value vs. effort).
• Act as product lead within Agile ceremonies (e.g., planning, backlog refinement, reviews), ensuring work items are ready, understood, and anchored to defined outcomes.
• Oversee functional validation for key features: define test scenarios, support test case design, review results, and accept/reject work based on agreed acceptance criteria.
• Coordinate release readiness for assigned changes, including communications, training inputs, support playbooks, and monitoring plans; ensure controlled rollout and early‑life support.
• Define and track product KPIs and success metrics (e.g., adoption, task completion, error and incident rates, cycle times, NPS/CSAT) in line with data‑driven practices promoted by accredited product curricula.
• Analyze product performance and user feedback, run and interpret small experiments where appropriate (e.g., A/B tests, pilot cohorts), and adjust roadmap and backlog based on evidence.
• Serve as primary product contact for designated business areas (e.g., Client Service, Operations, Placement, Finance), managing expectations and aligning on priorities and trade‑offs.
• Facilitate cross‑functional decision making, presenting clear options, impacts, and recommendations to leaders and governance forums (e.g., change committees, steering groups).
• Support change adoption by partnering with Training, Communications, and local leaders to embed new capabilities into processes and roles.
• Provide peer coaching and informal mentoring to Associate and Technology Product Analysts on discovery methods, story writing, prioritization, and stakeholder engagement.
• Contribute to evolving Baldwin’s product management practices by sharing lessons learned, templates, and patterns drawn from reputable frameworks (e.g., Pragmatic’s market‑driven approach, recognized Agile product owner practices, AIPMM product lifecycle concepts).

Technology Product Manager

Customer Service Representative – Personal Lines

• Prepares documents for presenting risks to market • Prepares applications, summaries of insurance, insurance certificates, auto identification cards and other coverage related documents • Assists client service teams in the preparation of presentation materials • Analyzes and summarizes complex data and compiles reports under supervision • Records data into the appropriate insurance company and firm software programs • Runs monthly cancellation and expiration reports • Processes and completes endorsements and audits • Completes special projects as assigned • Looks for opportunities to improve the firm, business segment and processes