Retirement Implementation Specialist

Gusto, Inc.•Atlanta, GA

2d•$53,750 - $64,500•Hybrid

About The Position

The Conversion Specialist manages the onboarding experience for 401(k) plans transferring an existing plan to the Gusto 401k platform. This role oversees the full conversion lifecycle — from initial handoff through asset transfer, data reconciliation, and first contribution — ensuring accurate recordkeeping and a smooth transition for plan sponsors and administrators. The ideal candidate brings a strong understanding of retirement plan mechanics, meticulous attention to detail, and the confidence to guide employers through a complex, multi-step process. They work exclusively with plan sponsors and administrators and partner closely with Legal, Sales, and Operations to keep conversions on track and compliant. The Conversion Onboarding team handles one of the most operationally complex moments in a client's journey: moving an existing retirement plan to a new provider. We combine operational rigor with a client-first approach, ensuring sponsors and administrators feel supported and informed at every step — and that assets are transferred accurately and on time.

Requirements

2+ years of total work experience with 1+ years in client-facing implementation, technical account management, 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
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 in a fast-paced environment
Strong communication skills across email, phone, and video with a client-first mindset

Nice To Haves

RPS or CRPS designation a plus, or active pursuit of either; familiarity with ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance is a plus.

Responsibilities

Manage a dedicated book of business of 401(k) plan conversions from signing through completed asset transfer and first contribution
Work with plan sponsors and administrators to gather required documentation and ensure accurate data is submitted to support a smooth asset transfer and recordkeeping transition
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 preventing stalls and keeping plans on track for their plan start date
Monitor and drive performance against key benchmarks including time to activation, time to ready, CSAT, and average response time
Partner closely with Operations and cross-functional teams including Sales and Legal to support asset transfers, client expectations, and complex plan changes
Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business