Malavika Karode, M.S. Email & Phone Number

Santa Clara, Ca, Us

Direct a team of 23 as part of the Product Enablement Leadership team driving product change initiatives to stabilize and grow Silicon Valley Bank through a significant rebuilding period. Lead product communications, training, change strategy and client enablement functions and drive innovative change initiatives and improve processes to create a cohesive, educated, and aligned organization.• Launched strategic initiative vision and engagement model aligning 7 executives across 7 divisions and devised metrics and measurement strategy leveraging performance tracking • Created capacity and utilization model framework for real-time team activity tracking via a streamlined dashboard, enabling agile adjustments based on availability and priorities• Transformed a product and solution delivery model, driving significant fee income focused on 3 major pillars of change - strategy, enablement, and design/delivery• Conducted 20 roadshows with 40 cross-functional leaders to showcase team engagement strategies and revenue initiatives

Santa Clara, California, Us

Led strategy and transformation for Global Customer Services at this leading cybersecurity firm. Created a scalable framework for net new programs, defined target state model for efficient product adoption, and streamlined operations for Services Management, Professional Services, Customer Success, and Customer Support teams.• Innovated practices to optimize efficiency, reduced churn, and spearheaded strategic reorganization of customer success team of 60, outlining key roles, regional structures, and operational executions• Enhanced CSM ratio to 1:6 by developing customer success framework (onboard, implement, measure, scale, optimize) and metrics to standardize execution across products• Decreased time spent 30%, increased bandwidth for adoption activities 20%+, and reduced burden on engineers by creating 3-pronged AI-driven customer support program leveraging automation for a predictive and preventative approach• Led high-priority initiatives, working directly with senior leaders to solve complex and key executive priority strategic problems • Delivered effective models and analyses in compelling, narrative presentations conveying key conclusions and recommendations to various audiences, including Palo Alto Networks product, sales, post-sales teams and executives

Cupertino, California, Us

Directed team of 17 to architect cutting-edge strategic engagement, development, and advocacy programs for Apple Partners, elevating customer experience and driving substantial sales growth. Designed, tested and implemented new programs for Apple's Partner staff and presented programs to Apple executive teams. Focused on engagement, development and advocacy to achieve sales goals and optimize customer experience.• Generated thousands of participants and substantial revenue by spearheading the US Channel Sales People Programs, collaborating with global leaders to implement strategic initiatives across major US carriers to identify, train, and evangelize Apple solutions • Drove 25% increase in channel career experience program participation by introducing remote program options • Led Apple Higher Education team to build out new experience program to drive significant potential revenue

Sunnyvale, Ca, Us

Built and led global team of 10 supporting large key client with product and service deployment for this networking products leader. Managed multi-million sales and services portfolio, created client success strategies, installed process and design changes, and led status meetings with senior leaders.• Anticipated and solved high-visibility, revenue-impacting roadblocks and partnered with 10+ business unit executives to create CEO-level escalation stories for critical issues• Increased YOY employee engagement by 22% by steering team growth to effectively support evolving key client requirements while prioritizing individual support and recognition for success• Strategized SaaS certification and qualification process centralizing communication, streamlining productivity, outlining exit criteria and assuring quality for preproduction, new product introduction, and piloting project lifecycles • Implemented process and functional design changes to encourage fluid teamwork and focus the organization on long-range goals including determining trends and optimizing efficiencies • Received Juniper Award of Excellence for support and management of key account

San Jose, Ca, Us

Led global team of 6 for this communications technology leader. Built frictionless customer engagement processes and operational efficiencies for multi-location team, annually fielding millions of customer interactions in 3 countries across 290 licensed products. Subject matter expert in documentation, workflow, and training for 150-agent support team.• Spearheaded 15 acquisitions and 30+ new product introductions, ensuring seamless integration and support in partnership with software manufacturing group of 60• Established 10-member online Licensing Escalation Desk in Costa Rica, creating scalable service strategy streamlining resolutions for field account teams and customers• Drove significant annual savings through licensing and vendor consolidation in US, Philippines, and Costa Rica

San Jose, Ca, Us

Directed enterprise customer operations, led process improvement and performance initiatives, recommended executive-level support KPIs identifying customer pain points and growth opportunities, and presented business reviews to customers and executives. • Spearheaded 25% YOY customer satisfaction increase by implementing 10 pivotal process improvements in 3 years• Orchestrated relationships with four key enterprise partners, overseeing millions in multiyear revenue• Drove 5% decrease in service request handling time by advocating for customers, resolving product-specific issues, and spearheading 2 product improvement solutions • Directed partnership relationships with four enterprise partners, advocated for customers to resolve product-specific issues, and built and presented executive-level state-of-support KPIs

San Jose, Ca, Us

Presented and led 125+ sales and technical briefings with executives, achieving multi-millions in product and service revenue.

Us

Led the cross-functional database marketing team at BEA Systems (acquired by Oracle in 2008) though a contract with Database Marketing Solutions, Inc. Managed 20-25 weekly campaigns, while producing client deliverables, identifying new business and managing stakeholder relationships for this international enterprise infrastructure software product maker. • Increased email opt-in rates for clients; built campaign specifications, business documentation, training guides and process descriptions and analyzed data to develop strategies for campaign targeting, segmentation and reporting

Directed account development and client relationship management across four co-partnered locations. Managed in-house graphic designers, as well as vendors and agencies.

Bachelor Of Arts - Ba, Communications

Master Of Science - Ms, Organization Development (Change Management Emphasis)