The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
Drive consultative outreach to keep customer onboarding on track: Guide customers through the 401(k) automation onboarding process, ensuring clear communication with 401(k) providers and serving as their advocate post-launch.
Be a real partner to your customers. You're not afraid to pick up the phone,: and whether it's a call, an email, or a screen share, you're accessible, responsive, and clear. Customers should feel like they have someone in their corner.
Project management: As the owner of the onboarding journey, you anticipate roadblocks and work with relevant partners, both internal and external, to ensure a smooth and accurate integration of our customer’s 401(k). You support the development of efficient processes and create resources to enhance the customer experience, identifying and resolving unexpected issues as they arise.
Eligibility & Compliance: Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
End to end process: You own the entire onboarding journey: confirm plan eligibility and requirements, gather the necessary provider and plan details, build and test the plan in Pay(k)onnect, and confirm accuracy before go-live — all while keeping customers informed and engaged every step of the way.
Professional Experience: at least 3 years of professional work experience, ideally within the retirement, payroll or financial services industry, or a fast-paced startup environment, where anticipating customers’ needs and delivering a great customer experience is a central part of the role.
What they're looking for
- Curious about technology. AI tools and automation are part of how this team: works. You don't need to be an expert, but you should be excited to learn and use tools like Glean, Gemini, and other LLM-based AI tools.
- Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
- Account management: Strong background in high-volume book of business under tight deadlines and seasonal peaks.
- Communication & Collaboration: Excellent customer communication skills with experience managing professional interactions with external company partners (401(k) providers) as well as customers.
