Retirement Implementation Specialist

Gusto is seeking Retirement Implementation Specialists to manage the end-to-end onboarding experience for 401(k) plans on the Gusto platform. The ideal candidate is proactive, organized, and experienced in client-facing implementation.

About the Role

The Implementation Specialist guides plan sponsors and administrators through either a new plan setup or a full conversion lifecycle. They work exclusively with plan sponsors and administrators, bringing operational rigor and a client-first mindset to every interaction.

Responsibilities

• Manage a dedicated book of business of 401(k) plans from signing through activation, asset transfer, and first contribution processing
• Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video
• Guide employers through pre-ready task dashboards, proactively following up to prevent stalls and keep plans on track
• Monitor and drive performance against key benchmarks including time to activate, time to ready, CSAT, and average response time
• For conversion plans: gather required documentation, support accurate data submission, and partner with Operations to ensure smooth asset transfers and recordkeeping transitions
• Partner cross-functionally with Sales, Operations, and Legal to resolve setup and compliance issues and align on client expectations
• Surface client feedback to product and leadership to inform platform improvements, and stay current on 401(k) regulations and best practices
• Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business

Requirements

• 4+ years of total work experience with 3+ years in client-facing implementation, account management, technical onboarding, or retirement plan administration
• Proven ability to manage a large, active book of business involving complex, multi-step processes simultaneously
• Deep knowledge in one or more of the following: SaaS, Operations, or Finance; retirement plan experience strongly preferred
• Strong analytical skills and meticulous attention to detail, particularly around data accuracy and reconciliation
• Proficiency with Salesforce and comfort working across case management and collaboration tools
• Strong communication skills across email, phone, and video with a client-first mindset
• Ability to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them