Client Learning & Adoption Program Manager (R-20135)

Dun & Bradstreet • Center Valley - Pennsylvania - United States, PA

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 key partners across Customer Success, Product, Product Marketing, Sales, Onboarding, Customer Service, Professional Services, Change Management & Communications, and Operations. It aligns teams, manages intake and prioritization, coordinates strategic initiatives, and helps ensure customer-facing programs are executed consistently and effectively.

The position focuses on governance, operational excellence, stakeholder management, process ownership, and program execution. It ensures that the teams responsible for these functions work within a well-defined governance framework and remain aligned with business priorities and customer outcomes. The role also partners with teams responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support effective 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, including 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 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.
• Ability to sit, speak, and operate a 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.

Nice To Haves

• Fluency in English and languages relevant to the working market, where applicable.

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 requests, content requests, customer communications, engagement initiatives, and custom asset development.
• Facilitate governance forums, stakeholder reviews, and operational planning sessions to support 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 support a consistent customer experience.
• Partner with team members responsible for training delivery, curriculum development, LMS administration, and customer-portal administration.
• 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 employees, spouses/partners, and dependents.

What This Job Offers

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