Vernon Clemons boasts twenty years of customer support leadership in the software industry, where he has demonstrated a remarkable ability to onboard, lead, transform, and drive customer-centered engagements. His leadership has earned him a reputation for establishing world-class support organizations that retain long-term business relationships with both internal and external customers.

Currently, Vernon serves as Vice President of Global Customer Support at Model N, where he has been since April 2022. In this role, he is accountable for the global support team serving Life Science customers, leveraging his extensive expertise in Software as a Service (SaaS), customer satisfaction, budgeting, executive management, business development, and strategic partnerships. His skill set includes public speaking, service delivery, information technology, and customer support management.

Before joining Model N, Vernon was the VP of Technical Support at Rocket Software from July 2021 to February 2022. There, he played a pivotal role in integrating ASG Global Customer Care within Rocket Software’s Technical Support organization. He successfully defined and implemented a consolidated technical support organizational structure, transitioned ASG Global Support job functions and titles, and established common reporting measurements for the combined teams. Vernon’s efforts were crucial in ensuring scalable growth of revenue, customers, partners, and support staff.

From February 2017 to July 2021, Vernon held the position of SVP of Global Customer Care at ASG Technologies. He was instrumental in executing the Global Customer Care experience, focusing on consistency and predictability. His tenure saw the implementation of new internal and external systems, increased global resources for 24/7 opportunities, proactive communication programs, and overall improved responsiveness and issue resolution times.

At Hewlett Packard Enterprise, Vernon served as the Director of Customer Support for the Americas from April 2015 to January 2017 and from May 2011 to March 2015. He was a senior leader within HP Software Customer Support, managing customer advocacy and enterprise service management for key accounts across Canada, North America, and Latin America. His responsibilities included ensuring recurring multi-billion-dollar support revenue streams, establishing business relationships, resolving support issues, and maintaining high customer satisfaction throughout the business lifecycle.

Before HP, Vernon was Sr. Director of Global Customer Support at Mercury Interactive from 2006 to 2007. He managed global support delivery for all software applications across EMEA, APJ, and the Americas, including partners and third-party support channels. Vernon played a key role in positioning the support organization for HP’s acquisition, working collaboratively with Mercury’s customer base to ensure a smooth transition.

At Cadence Design Systems from 2001 to 2006, Vernon directed the global program management office, managing project budgets ranging from $10 million to $40 million. He deployed Siebel CRM projects, integrated CTI and IVR systems, and re-engineered IT Project Management Office processes to increase global project team participation.

Earlier in his career, Vernon was the Director of Electronic Services at Silicon Graphics from 1998 to 2001, where he drove electronic-based support services and developed strategic plans leveraging web-based communications and knowledge-based systems.

Vernon’s career is marked by a consistent focus on customer satisfaction, project delivery, budgeting, executive management, business development, and the integration of global teams. His transformative leadership and innovation in customer support have made him a distinguished figure in the software industry.

Character: Vernon Clemons is a respected leader known for his integrity, dedication, and commitment to ethical leadership.

Knowledge: With extensive experience in global customer support and SaaS platforms, Vernon possesses deep expertise in technical support, team leadership, and service delivery.

Strategic: Vernon is skilled in developing and executing innovative strategies to enhance customer satisfaction, operational efficiency, and product development.

Communication: He excels in clear and effective communication, fostering strong relationships with clients, stakeholders, and team members to drive collaborative success.