Client Learning & Adoption Program Manager (R-20135)

Dun & Bradstreet • Jacksonville - Florida - United States, FL

2d

About The Position

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 is the primary liaison between Client Learning & Adoption and business stakeholders, including Customer Success, Product, Product Marketing, Sales, Onboarding, Customer Service, Professional Services, Change Management & Communications, and Operations. It drives alignment, manages intake and prioritization, coordinates strategic initiatives, and ensures consistent and effective execution of customer-facing programs.

The role focuses on governance, operational excellence, stakeholder management, process ownership, and program execution. It ensures teams operate within a defined governance framework and remain aligned with business priorities and customer outcomes. The manager also partners with teams responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support program execution.

Requirements

• Bachelor's degree in Business Administration, Customer Success, Communications, Organizational Development, Education, Operations, Project Management, or a related field.
• At least 8 years of 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 and 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, including the 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, including experience using performance metrics and operational insights to improve outcomes.
• Proficiency in Microsoft Office Suites.
• Ownership mindset; problem-solving, curiosity, initiative, and collaboration in support of team success.
• Continuous growth mindset and willingness to learn through stakeholder relationships, social experiences, courses, and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Ability to sit, speak, and operate a telephone and/or computer for long periods.
• 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.

Responsibilities

• Establish and maintain the governance framework for the Client Learning & Adoption function.
• Develop and manage operating procedures, workflows, service definitions, and standards for scalable learning, adoption, communications, and engagement initiatives.
• Serve as the primary liaison between Client Learning & Adoption and cross-functional business partners, aligning priorities, timelines, resources, responsibilities, and expected outcomes.
• Lead intake, prioritization, and planning for learning and content requests, customer communications, engagement initiatives, and custom asset development.
• Facilitate governance forums, stakeholder reviews, and operational planning sessions.
• Define and maintain RACI frameworks, ownership models, escalation processes, and service-level expectations for 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 teams responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support 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 for 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 customer-engagement programs, customer communications, survey initiatives, knowledge-management processes, and success-review support programs.
• Build 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.

Benefits

• Generous paid time off in the first year, increasing with tenure.
• Up to 16 weeks of 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.
• Paid volunteer days and donation matching through the Do Good Program.
• Competitive 401(k) with company matching.
• Health and wellness benefits, including discounted Wellhub membership rates.
• Medical, dental, and vision insurance for the employee, spouse/partner, and dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior