Client Learning & Adoption Program Manager (R-20135)

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The Client Learning & Adoption Program Manager establishes and manages the governance framework, operating model, and cross-functional programs that support customer learning, adoption, engagement, and enablement across Dun & Bradstreet.

The role serves as the primary liaison between Client Learning & Adoption and key stakeholders, including Customer Success, Product, Product Marketing, Sales, Onboarding, Customer Service, Professional Services, Change Management & Communications, and Operations. It drives alignment across teams, manages intake and prioritization processes, coordinates strategic initiatives, and ensures customer-facing programs are executed consistently and effectively.

This role focuses on governance, operational excellence, stakeholder management, process ownership, and program execution. It ensures the teams responsible for those functions operate within a well-defined governance framework and remain aligned to business priorities and customer outcomes.

Essential Key Responsibilities

• Establish and maintain the governance framework for the Client Learning & Adoption function.

• Develop and manage operating procedures, workflows, service definitions, and standards that enable scalable delivery of learning, adoption, communications, and engagement initiatives.

• Serve as the primary liaison between Client Learning & Adoption and cross-functional business partners, ensuring alignment of priorities, timelines, resources, responsibilities, and expected outcomes.

• Lead intake, prioritization, and planning processes for learning requests, content requests, customer communications, engagement initiatives, and custom asset development.

• Facilitate governance forums, stakeholder reviews, and operational planning sessions to drive alignment and informed decision-making.

• Define and maintain RACI frameworks, ownership models, escalation processes, and service-level expectations across customer-facing initiatives.

• Manage strategic projects and programs supporting customer learning, adoption, certifications, engagement, community initiatives, portal launches, and other business priorities.

• Coordinate lifecycle handoffs between Onboarding, Customer Success, Support, and other customer-facing organizations to ensure a consistent customer experience.

• Partner with team members responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support successful program execution.

• Collaborate with Customer Success leaders to identify adoption opportunities, process improvements, and customer-engagement initiatives that improve customer outcomes.

• Develop and manage change-management plans supporting new customer-facing programs, processes, technologies, and initiatives.

• Establish operational performance metrics and reporting frameworks to measure program health, process effectiveness, stakeholder satisfaction, governance compliance, and execution outcomes.

• Use operational insights, customer feedback, and business-performance data to drive continuous improvement.

• Support the development and execution of customer-engagement programs, customer communications, survey initiatives, knowledge-management processes, and success-review support programs.

• Build strong partnerships across Customer Success, Product, Sales, Marketing, Customer Service,

• Professional Services, Operations, and Digital Experience teams.

• Monitor program delivery, operational effectiveness, stakeholder alignment, and governance compliance against defined objectives.

Essential Skills and/or Certifications

• Bachelor's degree in Business Administration, Customer Success, Communications, Organizational Development, Education, Operations, Project Management or related field.

• At least 8 years’ experience in program management, Customer Success, customer education,operations, Learning & Development, enablement, consulting, or a related customer-facing function

• Experience leading complex cross-functional programs and initiatives in a matrixed organization.

• Demonstrated experience designing, implementing, and improving business processes and governance frameworks.

• Strong stakeholder-management skills, with the ability to influence cross-functional teams and drive organizational alignment.

• Experience developing and managing intake processes, operational workflows, escalation procedures, service definitions, and prioritization frameworks.

• Strong project and program management skills, with a proven ability to manage multiple priorities and competing demands.

• Experience supporting customer education, Customer Success, customer engagement, or adoption-related initiatives.

• Ability to facilitate planning sessions, governance reviews, operational forums, and stakeholder decision-making meetings.

• Strong analytical and problem-solving skills, with experience using performance metrics and operational insights to improve outcomes.

• Proficiency in Microsoft Office Suites Skills

• Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success.

• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.

• Where applicable, fluency in English and languages relevant to the working market.

Physical Requirements

• Ability to sit, speak and operate telephone and/or computer for long periods of time

• Ability to handle pressure, stressful conditions, and conflict resolution

• Ability to work day, evening and/or weekend hours as needed

• Ability to travel by any form of transportation

  #LI-DNI

Benefits We Offer · Generous paid time off in your first year, increasing with tenure. · Up to 16 weeks 100% paid parental leave after one year of employment. · Paid sick time to care for yourself or family members.  · Education assistance and extensive training resources. · Do Good Program: Paid volunteer days & donation matching.   · Competitive 401k with company matching.  · Health & wellness benefits, including discounted Wellhub membership rates. · Medical, dental & vision insurance for you, spouse/partner & dependents.     All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.   Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever, a subsidiary of Employ Inc. Your use of this page is subject to Employ's Privacy Notice and Cookie Policy, which governs the processing of visitor data on this platform.   Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.   Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to AcquisitionT@dnb.com to let us know the nature of your accommodation request and your contact information.