Retirement Implementation Specialist

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.
• 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.
• 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.
• 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.
• Ability to identify and escalate potential setup or compliance issues early, partnering with the right internal teams to resolve them.

Nice-to-Haves

• Startup and/or financial services experience.
• Retirement plan experience strongly preferred.
• Familiarity with 401(k) plans, ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance.
• RPS or CRPS designation, or active pursuit of either.
• Experience with 401(k) regulations and best practices.