Aricka Baker
Director, Professional Services
Monroe,OH
Summary
Dynamic Senior leader with a proven track record in Professional Services within large SAAS organizations, adept in organizational realignment and driving revenue growth. Excelled in transforming SAAS delivery models, achieving an increase in PS profit margin increase and decrease in cycle time. Renowned for strategic thinking, team building, and fostering client relations, I embody adaptability and innovation, ensuring substantial positive impacts on operations and profitability. With in-depth experience in the tech space across multiple verticals, including ed-tech and public sector, I bring a comprehensive understanding of diverse industry needs.
Overview
18
18
years of professional experience
Work History
Director, Professional Services ERP
Anthology
04.2023 - Current
- Led the professional services organization implementing Finance, HCM, and Payroll software
- Transitioned implementation methodology from on-premise to SaaS, reducing cycle time from 18 to 8 months
- Increased sales revenue by 9% and utilization by 12%
- Boosted profit margins from 15% to 25% through SaaS delivery
- Developed higher education-focused SaaS solutions in collaboration with product teams
- Managed departmental P&L and resource assignments
- Established performance metrics to track progress and success of initiatives
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Collaborated with senior leadership to set long-term objectives for the company.
Director of Enterprise Implementations
NEOGOV
04.2021 - 03.2023
- Built and led a 23-member HRIS Implementation Team
- Analyzed processes to enhance throughput and retention
- Developed project plans, timelines, and internal workflows
- Reduced implementation cycle time from 385 to 125 days
- Established OKRs and KPIs to measure success
- Organized resources efficiently to maximize productivity and minimize costs
- Created and managed budgets, ensuring financial targets were achieved
- Defined implementation methodology to ensure successful project completion
HRIS Migration Manager
PAYCOR
07.2019 - 04.2021
- Directed the migration of 2500 companies to a third-party benefits system
- Developed capacity plans and managed migration schedules
- Led a team of consultants, data analysts, and product owners
- Defined OKRs and KPIs to track progress and mitigate risks
- Managed client communications and change management strategies
- Communicated plans and actions to meet departmental goals
- Created innovative strategies for increasing customer satisfaction and loyalty
Client Service Manager
PAYCOR
07.2018 - 08.2019
- Managed a team supporting 3500 clients, improving NPS by 6%
- Revamped client journey and support strategies
- Implemented a new support model, reducing response times significantly
- Developed training programs and performance improvement plans
- Researched industry trends related to client services to stay ahead of competitors
- Worked closely with senior management teams on strategic initiatives designed to maximize customer satisfaction ratings
- Developed effective methods for tracking customer satisfaction levels over time
Enterprise Implementation Project Manager
PAYCOR
04.2017 - 06.2018
- Managed transitions to Paycor HCM software, generating $3.1 million in ARR
- Developed client-specific project plans and timelines
- Coordinated tasks and mitigated risks to ensure project success
- Coordinated with internal departments to ensure all tasks are completed within agreed upon deadlines
- Assessed project performance using key metrics such as scope, quality, cost, and schedule adherence
- Utilized Agile methodology for rapid development cycles while still meeting customer requirements
Senior Implementation Consultant
PAYCOR
01.2015 - 04.2015
- Implemented payroll software for 156 clients, achieving a 97% on-time rate
- Managed large client relationships and provided project management
- Analyzed client data to ensure accuracy prior to deployment into the production environment
- Created detailed documentation outlining system configurations and user instructions for successful deployments
- Provided technical guidance and support to clients during the implementation process
Team Lead
Lerner, Sampson, and Rothfuss
Cincinnati, Ohio
11.2013 - 01.2015
- Led and developed a team of Legal Assistants
- Organized training workshops and monitored team performance
- Supervised the daily work of staff to ensure work prioritization and quality
- Managed scheduling of tasks within the team, demonstrating time management prowess and prioritization acumen
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks
Legal Assistant/Client Service Specialist
Lerner, Sampson, and Rothfuss
Cincinnati, Ohio
08.2006 - 06.2008
- Managed client communications and case tracking
- Provided administrative support to attorneys in a fast-paced legal environment
- Updated case management system with notes, data, and reports
- Monitored court dockets and provided timely updates to attorneys
- Drafted pleadings and motions for review by attorneys
Skills
- Strategic leadership
- Technology Implementation
- Customer Success and Customer Journeys
- SAAS Delivery
- Relationship building
- Scalability
- Objectives and Key Results (OKRs)
- Agile Methodologies
- Organizational realignment
- Global workforce leadership
- Change management
- Culture Champion
- Innovation and driving efficiency
- Developing and leading leaders
- Executing
- Thought leadership
- Profit and Loss Management
- Revenue Growth
- Innovation management
- Strategic thinking and planning
- Coaching and mentoring
- Emotional intelligence and empathy
- Strategic communications
- Motivations and engagement
Timeline
Director, Professional Services ERP
Anthology
04.2023 - Current
Director of Enterprise Implementations
NEOGOV
04.2021 - 03.2023
HRIS Migration Manager
PAYCOR
07.2019 - 04.2021
Client Service Manager
PAYCOR
07.2018 - 08.2019
Enterprise Implementation Project Manager
PAYCOR
04.2017 - 06.2018
Senior Implementation Consultant
PAYCOR
01.2015 - 04.2015
Team Lead
Lerner, Sampson, and Rothfuss
11.2013 - 01.2015
Legal Assistant/Client Service Specialist
Lerner, Sampson, and Rothfuss
08.2006 - 06.2008