Director, Platform Adoption and Customer Satisfaction

Versar, Inc.•Newport News, VA

12d•$170,000 - $185,000•Hybrid

About The Position

Versar is seeking a full-time Director, Platform Adoption and Customer Satisfaction for its Digital Innovations (DI) Operating Unit. This position reports to the DI Chief Geospatial/Technology Officer and serves as a key leadership role responsible for advancing customer adoption, validation, and sustained use of Versar’s platform as a service (PaaS) applications and digital solutions. The Director, Platform Adoption and Customer Solutions will lead the processes, teams, and customer-facing activities required to transition DI applications from innovative capabilities into trusted, repeatable, and scalable operational solutions. The role will work closely with subject matter experts, software development teams, program managers, business development leads, and customers to define how current and future applications are introduced, tested, evaluated, validated, documented, supported, and matured over time. This is an integral leadership position within DI. The Director will establish structured adoption strategies and customer engagement models that improve user readiness, strengthen customer confidence, capture meaningful feedback, measure application performance, and inform product roadmaps. Success in this role will ensure DI delivers practical, mission-aligned applications that are easy to adopt, well supported, continuously improved, and positioned for long-term customer value.

Requirements

Proven experience leading customer adoption, customer success, implementation, training, or support functions for enterprise software, PaaS, SaaS, geospatial, analytics, or digital transformation solutions.
Demonstrated ability to translate customer requirements, user feedback, operational lessons learned, and support trends into actionable product, process, and roadmap recommendations.
Experience working with software development teams, product owners, subject matter experts, and customers to define application testing, evaluation, validation, documentation, and implementation processes.
Strong understanding of customer enablement practices, including user manuals, training materials, onboarding plans, knowledge bases, customer communications, and support resources.
Experience defining and tracking KPIs, customer success metrics, adoption indicators, help desk metrics, application performance measures, and executive reporting products.
Strong leadership, communication, facilitation, and problem-solving skills with the ability to build trust across customer, technical, and executive stakeholder groups.
Ability to operate at both strategic and tactical levels, shaping adoption strategy while also driving practical implementation, support, and continuous improvement activities.
15+ years of relevant experience supporting digital solutions, geospatial technologies, enterprise platforms, customer implementation, or mission-focused technology programs.
Bachelor’s degree required; master’s degree preferred in Geography, Geospatial Sciences, Computer Science, Information Systems, Engineering, Business, or a related discipline.
Must be proficient in English, both written and verbal, to ensure effective communication and collaboration.
Successful results of preemployment screenings, including federal background check, MVR, and drug screen.
Comply with company drug and alcohol policy.
Be authorized to work in the US or will be authorized by the successful candidate’s start date.

Nice To Haves

Experience supporting Department of Defense, Department of Navy, federal civilian, international, or mission-critical infrastructure customers.
Familiarity with geospatial platforms, data management, cloud-hosted applications, analytics dashboards, AI-enabled workflows, or digital engineering tools.
Experience establishing help desk, customer support, training, or knowledge management functions for software or platform-based products.
Experience supporting product demonstrations, proposal development, customer presentations, or strategic growth activities.
Ability to obtain a Top Secret clearance.

Responsibilities

Develop and implement PaaS adoption strategies that support DI’s diverse federal, defense, international, and commercial customers.
Lead structured customer adoption planning from pilot use through operational implementation, including readiness assessments, onboarding approaches, communication plans, and sustainment models.
Align adoption strategies with DI product roadmaps, customer mission requirements, contract objectives, and long-term business growth priorities.
Establish repeatable processes for how DI applications are tested, evaluated, validated, and accepted with customers and end users.
Coordinate with subject matter experts, software developers, project teams, and customer representatives to define use cases, success criteria, validation workflows, and user acceptance approaches.
Ensure customer feedback is documented, prioritized, and translated into actionable product improvements and implementation decisions.
Oversee the development and maintenance of user manuals, training materials, onboarding guides, standard operating procedures, release notes, and other customer enablement resources.
Develop scalable training approaches for varied user communities, including executive stakeholders, program managers, technical users, analysts, field personnel, and customer administrators.
Ensure training and documentation clearly communicate application value, user workflows, data expectations, limitations, and support pathways.
Define and manage KPIs, performance metrics, adoption indicators, customer satisfaction measures, help desk trends, and product usage insights to evaluate application effectiveness.
Use quantitative and qualitative data to assess customer value, identify adoption barriers, inform product priorities, and support executive reporting.
Develop dashboards, reports, and briefings that communicate adoption progress, customer health, support status, and application maturity.
Establish and manage scalable help desk and customer support processes for DI applications, including intake, triage, escalation, resolution tracking, knowledge management, and recurring issue analysis.
Coordinate with technical teams to resolve customer issues, identify root causes, communicate status, and prevent recurring problems.
Ensure customer support practices reinforce trust, responsiveness, accountability, and continuous improvement.
Serve as the primary integration point between customers, subject matter experts, software development teams, program delivery teams, and DI leadership.
Translate customer needs, operational lessons learned, and support trends into recommendations for application enhancement, roadmap refinement, training updates, and customer engagement improvements.
Support internal governance processes that ensure applications mature responsibly, securely, and in alignment with customer requirements and DI business priorities.
Build trusted relationships with customers and stakeholders by ensuring DI applications are implemented effectively, supported consistently, and refined based on real-world use.
Support customer demonstrations, adoption plans, proposal inputs, capture activities, and strategic engagements that expand DI’s digital solutions portfolio.
Identify opportunities to increase customer value, improve retention, expand application use, and create repeatable adoption models across programs and markets.