Retirement Implementation Specialist

About the role

The Implementation Specialist manages the end-to-end onboarding experience for 401(k) plans on the Gusto platform, spanning both new plan implementations and conversions from existing retirement plan providers. Depending on team assignment, this role guides plan sponsors and administrators through either a new plan setup or a full conversion lifecycle (from initial handoff through asset transfer, data reconciliation, and first contribution).

The ideal candidate is proactive, organized, and experienced in client-facing implementation — comfortable managing a high-volume book of business, maintaining meticulous attention to detail, and confidently guiding employers through complex, multi-step processes. They work exclusively with plan sponsors and administrators and bring both operational rigor and a client-first mindset to every interaction.

Responsibilities

• Manage a dedicated book of business of 401(k) plans — new enterprise/starter plans, conversion plans, or both — 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 — including inbound scheduling through Calendly
• Guide employers through pre-ready task dashboards, proactively following up to prevent stalls and keep plans on track for their plan start date
• 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; startup and/or financial services experience a plus
• Proven ability to manage a large, active book of business involving complex, multi-step processes simultaneously while staying organized and proactive across competing priorities
• Deep knowledge in one or more of the following: SaaS, Operations, or Finance; retirement plan experience strongly preferred; familiarity with 401(k) plans, ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance is a plus
• 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 in a fast-paced environment
• Strong communication skills across email, phone, and video with a client-first mindset
• Able to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them
• RPS or CRPS designation a plus, or active pursuit of either

Qualifications

• Education: Bachelor’s degree in Business Administration, Finance, Accounting, or a related field; a Master’s degree is a plus
• Experience: 4+ years of total work experience with 3+ years in client-facing implementation, account management, technical onboarding, or retirement plan administration; startup and/or financial services experience a plus
• Technical Skills: Proficiency with Salesforce and comfort working across case management and collaboration tools in a fast-paced environment
• Soft Skills: Strong analytical skills and meticulous attention to detail, particularly around data accuracy and reconciliation; strong communication skills across email, phone, and video with a client-first mindset; able to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them

Skills

• Client-facing implementation experience
• Knowledge of retirement plan administration and ERISA requirements
• Experience with SaaS and operations
• Proficiency with Salesforce
• Strong analytical and attention to detail skills
• Effective communication skills
• Ability to manage multiple tasks and projects simultaneously

Benefits

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

Pay

Competitive base pay, benefits, and equity (RSUs) are provided based on role, level, and location.

Schedule

Employees are expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).

Company Culture

We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Equal Opportunity Employer

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.