Client Experience Manager - Training & Knowledge Management

Bureau of National Affairs • Arlington, VA

48d

About The Position

Strategic role responsible for transforming how knowledge and learning drive customer and employee success. This position blends experience design, enablement strategy, and knowledge governance to ensure that clients and internal teams are equipped to deliver a world-class experience at every stage of the customer journey. Leads initiatives that connect product content, learning programs, and digital experience, ensuring that every piece of information - whether used by clients, support teams, or business partners - is accurate, actionable, and scalable. Partners with the Business Operations Manager, Program Manager, Product Managers, and other internal stakeholders. This role builds frameworks, tools, and governance needed to strengthen product adoption, improve operational readiness, and elevate the overall client experience. Reports directly to the Head of Client Success & Engagement.

Requirements

• Bachelor's degree required; degree in Learning, Communications, or related field preferred.
• JD or legal background strongly preferred.
• 7+ years of experience in Client Experience, Training, or Knowledge Management (preferably in SaaS, legal, or research industries).
• Proven experience designing and executing large-scale enablement or knowledge strategies that drive measurable business outcomes.
• Strong understanding of customer journey design, digital experience, and content governance frameworks.
• Experience managing cross-functional initiatives involving Product, Support, and Operations.
• Familiarity with LMS platforms, CRM Knowledge tools, and Experience Cloud or similar digital ecosystems.
• Strategic, analytical, and outcome-driven leader.
• Strong instructional design, storytelling, and communication skills.
• Skilled in influencing at all levels and building consensus across complex organizations.
• Adept at connecting enablement to operational performance and client satisfaction.
• Passionate about empowering people through knowledge and creating lasting impact through scalable solutions.
• Willingness to travel up to 10% for key training sessions or cross-functional workshops.

Nice To Haves

• Certifications in Learning & Development, Knowledge Management, or Instructional Design are a plus.

Responsibilities

• Lead Training & Knowledge Strategy: Design and execute a multi-year enablement roadmap aligning with business goals, product evolution, and customer engagement outcomes.
• Build Scalable Learning Ecosystems: Develop blended training programs (live, virtual, and self-paced) for internal and external audiences, introducing certification and skills validation frameworks.
• Establish Knowledge Governance: Oversee content creation, validation, and lifecycle management to maintain a single source of truth across FAQs, documentation, and process guides.
• Drive Cross-Functional Alignment: Partner with Product, Sales, Legal, and Operations to embed learning and knowledge strategies into product design, release readiness, and customer journey improvements.
• Measure and Optimize Impact: Define KPIs and feedback loops to track training adoption, content utilization, and business outcomes such as deflection, CSAT, and product adoption.
• Champion Continuous Improvement: Foster a culture of learning, accountability, and innovation within the Client Success & Engagement (CSE) organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services