Dedicated Retirement Partner

About the Role:

As a Dedicated Retirement Partner, you will be the primary point of contact for our clients, responsible for fully resolving and project managing complex issues via phone, email, and Google Meet. You will serve as a strategic partner, providing a holistic and consultative approach to help clients optimize their retirement plan. Your mission is to empower our clients by proactively educating them on their plan's health, fiduciary responsibilities, and the tools available to drive employee engagement and retirement readiness. You will build deep client loyalty and act as the driver for full resolution of all plan-related matters. This is a perfect opportunity for someone with strong customer service experience who loves to build relationships and will identify ways to retain customers at Gusto.

About the Team:

Our team plays a crucial role in helping small businesses navigate the often complex world of retirement benefits. As a Dedicated Retirement Partner, you will be the go-to expert for employers after they’ve onboarded, guiding them through complex issues and ensuring they get the most value from our product. This team is responsible for customer retention and loyalty, acting as a natural client advocate to provide a world-class service experience.

Here’s what you’ll do day-to-day:

• Act as the primary point of contact for our clients, managing inbound inquiries via email and phone and addressing all service-related questions.
• Provide a consultative, proactive, and holistic client experience.
• Consult on and project-manage complex plan events, including annual non-discrimination testing (NDT), Form 5500 filings, plan audits, and profit-sharing calculations, ensuring clients remain compliant and informed.
• Manage 401(k) plan design changes and upgrades for clients, while identifying downstream impacts.
• Drive product adoption by demonstrating how new features and plan design options can help clients achieve their goals, such as maximizing owner contributions or improving employee participation rates.
• Identify customers who are at-risk and create customized solutions to retain their business.
• Advocate for client product features by providing user feedback to our product and engineering teams.
• Collaborate cross-functionally with sales, engineering, and operations to troubleshoot and help clients.

Here’s what we're looking for:

• Experience: 3+ years of experience in customer service, relationship management, account management, or FinTech. You must have 401(k) knowledge and experience. At least 1 year of experience in customer retention or loyalty is also required.
• Customer-First & Proactive: You are a proactive problem-solver who goes beyond relationship management and has a passion for customer success.
• Tech-Savvy: Experience with customer support platforms and CRMs (Salesforce preferred) is required. You have the ability to pick up new technologies and assess situations quickly.
• Clear Communicator: You possess demonstrated strong verbal and written communication skills, with exemplary phone, listening, and writing abilities.
• Adaptive & Detail-Oriented: Flexible and able to constantly adapt to new conditions in a fast-moving environment.
• Strategic & Analytical: You have creative and analytical problem-solving skills with a strong sense of strategic initiative.
• Professional: Enthusiastic and high energy, but also poised, confident, and extremely professional.
• A bachelor’s degree is preferred, or equivalent field-related experience. Industry certifications such as the Chartered Retirement Plans Specialist (CRPS) or Qualified 401(k) Administrator (QKA) are highly desirable and supported.

Our cash compensation amount for this role is $23.50/hour to $30.77/hour for Denver, Portland & most major metro locations, and $21.80/hour to $28.85/hour for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.