Paniz Balaei

Experience

• 

  Sabre Airline Solutions

  May 2012 - Sept 2021

  · Manage critical incidents to ensure effective engagement of technical teams, quality troubleshooting actions and timely restoration of service· Carry out quality communication during incidents, to both internal and external audiences, including upper management and C-Level executives.· Manage high-visibility customer escalations requiring immediate follow-up· Compile information of incidents handled for reporting, analysis and continued service improvement purposes.· Perform post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level Show less

  • Senior Incident Manager

    Apr 2018 - Sept 2021

  • SabreSonic® Check-In - Product Specialist

    Oct 2015 - Apr 2018

  • SabreSonic® Web - Product Analyst

    Sept 2014 - Oct 2015

  • Call Center Representative

    May 2012 - Sept 2014
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  Radixx

  Sept 2021 - May 2024

  Principal Account Director

  - Serve as the lead point of contact for all customer account management matters.- Build and maintain strong, long-lasting client relationships.- Negotiate contracts and close agreements to maximize profits.- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.- Prepare reports on account status- Collaborate with sales team to identify and grow opportunities within territory.- Assist with challenging client requests or issue escalations as needed. Show less

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  15below

  May 2024 - now

  Commercial Account Manager

  -Manage all commercial activity with a portfolio of customers and prospects, including current customer upsell/cross-sell/change requests, new opportunities with existing customers, new prospect opportunities, and contract renewals.-Ensure all customer-specific activity is commercially accountable, focusing on customer retention and relationship management.-Drive customer retention through proactive relationship management and ongoing system usage.-Present the 15below capabilities and product portfolio both face-to-face and remotely to customers and prospects.-Achieve sales targets for both existing and new customers, extending 15below’s contacts internally within accounts.-Collaborate with the Head of Product Solutions to ensure customers are utilizing the system effectively to maximize value.-Work closely with the Marketing team to generate ideas for content and drive new leads.-Maintain an effective sales cycle to track and manage sales leads.-Represent 15below at trade shows internationally, showcasing our solutions and building relationships.-Collaborate with the Business Analysis team to gather technical requirements from customers and prospects.-Prepare commercial proposals and respond to RFIs and RFPs.-Participate in and lead workshops with customers and prospects.-Provide customer training as needed while adhering to 15below policies. Show less