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.
Customer Operations & Technical Account Management Leader
I’m Tony Clemente — Customer Operations & Technical Account Management leader.
Enterprise SaaS (Publishing & DAM) • Customer Success • Service Delivery
I help enterprise customers deploy, operate, and optimize complex software platforms—while partnering with Product and Engineering to improve reliability and outcomes.
- Technical EscalationsProduction incidents, root cause, stakeholder alignment
- Support OperationsKPIs, reporting, triage, process improvement
- Enterprise CustomersSaaS + on‑prem environments, partners, integrations
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
Customer Support and Customer Operations leader with 10+ years supporting enterprise software platforms in both SaaS and on‑prem environments—focused on escalation management, service delivery, and operational excellence.
What I do
I work at the intersection of customers, support, and product—driving stable production systems and strong customer outcomes through clear processes and crisp execution.
- Own complex technical escalations and production-critical incidents
- Improve support operations with KPI-driven reporting and accountability
- Translate customer impact into actionable product/engineering work
Areas of expertise
Depth across enterprise SaaS support, technical account management, and customer success—including integrations, authentication/SSO, and complex customer workflows.
Enterprise SaaS SupportTechnical Account ManagementCustomer SuccessService DeliveryIncident ManagementTechnical EscalationsCloud + On‑PremIntegrations & SSOSupport OperationsCustomer Workflows
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.
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.
Selected Initiatives
Examples of the kind of work I lead and deliver.
Support Operations Improvements
Implemented KPI-driven metrics for response and resolution times, plus lightweight reporting to improve visibility, accountability, and prioritization.
Technical Escalation Management
Served as a senior escalation point for complex issues, coordinating Support, Engineering, and Product to stabilize customer production environments.
Enterprise Customer Support
Worked directly with enterprise customers and partners to troubleshoot complex environments, improve workflows, and drive long-term adoption.
Knowledge Base Development
Expanded internal and customer-facing documentation to reduce repeat incidents and speed up time-to-resolution.
Professional Highlights
A snapshot of what I’ve done and what I’m known for.
Highlights
- 10+ years in enterprise software support and customer operations
- Customer Support Manager for a global enterprise SaaS platform
- Former Technical Account Manager for enterprise customer environments
- Led support evolution from primarily on‑prem deployments to SaaS support
- Implemented KPI-driven support metrics and reporting
- Managed technical escalations and production‑critical incidents
- Close collaboration with Product and Engineering teams
Endorsements
Some recommendations from my LinkedIn profile.
Hire / Contact
Reach out for roles, consulting, or collaboration.
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