Strategic 401(k) Implementation Specialist

The Wrap; New York (NY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Gusto is seeking an Implementation Specialist to oversee end-to-end onboarding for 401(k) plans on the Gusto platform. You’ll manage new plan setups and conversions, guiding sponsors and administrators through multi-step processes with precision and client focus.

Ideal candidates will have 4+ years of experience in client-facing implementation, strong knowledge of SaaS and 401(k) regulations, and experience with Salesforce.

Qualifications

• 4+ years total work experience with 3+ years in client-facing implementation or retirement plan administration.
• Experience with SaaS platforms, onboarding, and large book of business management.
• Familiarity with ERISA, 401(k) plans, and payroll systems a plus.
• Strong analytical skills and attention to data accuracy and reconciliation.
• Proficiency with Salesforce and collaboration tools; client-first mindset.

Responsibilities

• Manage a dedicated book of business of 401(k) plans from signing through activation and first contribution.
• Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video.
• Guide employers through pre-ready task dashboards and proactive follow-ups to keep plans on track.
• Monitor performance against benchmarks like time to activate, time to ready, CSAT, and response time.
• For conversion plans, gather required documentation and support asset transfers and recordkeeping transitions.
• Partner cross-functionally with Sales, Operations, and Legal to resolve setup and compliance issues.
• Surface client feedback to product and leadership for platform improvements; stay current on 401(k) regs.
• Leverage AI tools to streamline workflows and improve client communications.

Skills

Client-facing

Implementation

Account management

SaaS

Onboarding

Salesforce

Data reconciliation

AI tools

Tools

Salesforce

Job description

Gusto is seeking an Implementation Specialist to oversee end-to-end onboarding for 401(k) plans on the Gusto platform. You’ll manage new plan setups and conversions, guiding sponsors and administrators through multi-step processes with precision and client focus.

Ideal candidates will have 4+ years of experience in client-facing implementation, strong knowledge of SaaS and 401(k) regulations, and experience with Salesforce.