Support B2B customers through Gusto 401(k) onboarding by guiding plan setup, explaining platform features and retirement concepts, monitoring progress, and following up proactively. The coordinator provides phone and email support, identifies compliance or setup issues, collaborates with sales and internal teams, manages multiple customer platforms, and shares feedback to improve onboarding processes and products.

Manage relationships with B2B and SMB retirement plan sponsors, handling inquiries, resolving complex issues, proactively retaining at-risk accounts, and developing customized save strategies. Collaborate with Sales, Product, Engineering, and Operations; document client interactions; maintain CRM records; and translate customer feedback into product insights. Use AI tools to improve case summaries, communications, trend identification, and resolution speed while supporting customer satisfaction and business outcomes.

Lead a team of 10–15 licensed benefits advisors through renewal cycles to drive retention, revenue growth, and exceptional customer experience. Coach for performance, run cross-functional projects to improve processes and tooling, integrate AI responsibly, and ensure compliance. Partner with Product, Sales, and Carrier Ops to optimize advisor workflows and customer outcomes.