Regional Customer Support Manager
WoodWing Software • North America
Lead a team of support engineers and partner with global leadership on customer outcomes and operational excellence.
Hello world!
I’m Antonio (Tony) Clemente — I help publishers and product teams succeed with complex software.
I specialize in customer success and support leadership in publishing software, bridging customer needs with product and engineering execution.
- Customer SuccessRetention, adoption, escalation management
- Support LeadershipProcess, KPIs, triage & prioritization
- Publishing WorkflowsEditorial, DAM, design-to-digital
At a glance
- Customer success leader in publishing software
- Experience moving orgs from on-prem support to SaaS support
- Strong toolkit: Zendesk/Freshdesk, Salesforce, Jira, Jenkins + Adobe apps
About
A seasoned professional specializing in customer success management within publishing software — blending creative background with technical execution.
What I do
I partner with publishers and internal product teams to improve outcomes: faster resolutions, clearer prioritization, stronger adoption, and smoother releases.
- Support leadership: escalation handling, triage, critical incident response
- Operational improvements: bug prioritization, KPIs (first reply & full resolution)
- Cross-functional bridge: customer feedback → product decisions
Tools & strengths
Comfortable across support, CRM, project management, and dev workflows — plus deep familiarity with Adobe Creative tools.
Zendesk / Freshdesk
Salesforce
Teamwork / Basecamp
Jira
Jenkins
InDesign / InCopy
Illustrator / Photoshop
Dreamweaver
This section is adapted from your current About page (same core claims, modernized phrasing). :contentReference[oaicite:5]{index=5}
Work
Representative roles and responsibilities from my career.
Technical Account Manager
Studio & DAM solutions
Main technical point of contact for customers, running regular meetings, handling escalations, and enabling success.
Support Consultant
Workflow & configuration
Hands-on experience with publishing workflows, configuration, and customer enablement for Studio and Assets.
This section is based on the roles described on your Portfolio page. :contentReference[oaicite:6]{index=6}
Highlights
A few notable publishers and project types I’ve supported across implementation, training, and delivery.
Magazine & Media Publishing
- The Hollywood Reporter & Billboard (tablet/mobile app initiatives)
- Reader’s Digest (platform transitions & enablement)
- Smithsonian Air & Space (implementation support & training)
Associations & Enterprise
- NEA Today & NEA Retired (responsive content delivery)
- Human Rights Campaign (training, implementation)
- DuPont Crop Protection (global deployment support)
What I’m proud of
Leading transitions to SaaS support, building better prioritization, and driving measurable support KPIs that improve customer satisfaction.
How I work
Calm under pressure, clear communicator, and relentlessly customer-focused — while keeping product and engineering realities in view.
Publisher examples and project descriptions are adapted from your Portfolio page. :contentReference[oaicite:7]{index=7}
Endorsements
Recommendations pulled from your current endorsements page.
Names/quotes are sourced from your Endorsements page (trimmed to fit cards; full text can be kept if you prefer). :contentReference[oaicite:8]{index=8}
Hire / Contact
Reach out for roles, consulting, or collaboration.
Send a message
Links
Quick ways to connect:
Your current “Hire” page contains these same CTAs; this just makes them clearer and more modern. :contentReference[oaicite:9]{index=9}