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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 ResponsibilitiesEstablish and maintain the governance framework for the Client Learning & Adoption function.
Develop and manage operating procedures, workflows, service definitions, and standards that enablescalable 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, customercommunications, engagement initiatives, and custom asset development.
Facilitate governance forums, stakeholder reviews, and operational planning sessions to drive alignmentand informed decision-making.
Define and maintain RACI frameworks, ownership models, escalation processes, and service-levelexpectations 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, LMSadministration, 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 complianceagainst defined objectives.
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-facingfunction
Experience leading complex cross-functional programs and initiatives in a matrixed organization.
Demonstrated experience designing, implementing, and improving business processes andgovernance frameworks.
Strong stakeholder-management skills, with the ability to influence cross-functional teams anddrive organizational alignment.
Experience developing and managing intake processes, operational workflows, escalationprocedures, service definitions, and prioritization frameworks.
Strong project and program management skills, with a proven ability to manage multiple prioritiesand competing demands.
Experience supporting customer education, Customer Success, customer engagement, oradoption-related initiatives.
Ability to facilitate planning sessions, governance reviews, operational forums, and stakeholderdecision-making meetings.
Strong analytical and problem-solving skills, with experience using performance metrics andoperational 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 beinspired to take action, be proactive, seek ways to collaborate and connect with people and teamsin 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.
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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please visit https://bit.ly/3LMn4CQ.