Client Learning & Adoption Program Manager

Dun & Bradstreet

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

Posted 11/5/2026full-timeJacksonville • Florida • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in program management, customer success, and governance frameworks, with a strong focus on stakeholder management and operational performance metrics. Proven ability to lead cross-functional initiatives and drive continuous improvement in customer engagement and adoption.

Highest-signal resume keywords

Program ManagementStakeholder ManagementGovernance FrameworksOperational WorkflowsCustomer Success

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementBusiness Process ImprovementOperational Performance MetricsChange ManagementIntake Process DevelopmentGovernance ComplianceCross-Functional CollaborationCustomer EducationEngagement InitiativesMatrix Organization Experience

Soft Skills

Analytical SkillsProblem-SolvingInfluencing SkillsOwnership MindsetCollaboration

Tools & Technologies

Microsoft Office SuiteLearning Management SystemsCustomer Portals

Industry Keywords

Customer SuccessLearning & DevelopmentOrganizational DevelopmentProject ManagementCustomer Engagement

About the role

Key responsibilities & impact

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.
Lead intake, prioritization, and planning processes for learning, content, communications, engagement, and custom asset requests.
Facilitate governance forums, stakeholder reviews, and operational planning sessions.
Define and maintain RACI frameworks, ownership models, escalation processes, and service-level expectations.
Manage strategic projects and programs supporting customer learning, adoption, certifications, engagement, community initiatives, portal launches, and other priorities.
Coordinate lifecycle handoffs between Onboarding, Customer Success, Support, and other customer-facing organizations.
Partner with teams 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.
Develop and manage change-management plans for new customer-facing programs, processes, technologies, and initiatives.
Establish operational performance metrics and reporting frameworks.
Use operational insights, customer feedback, and business-performance data to drive continuous improvement.
Support customer-engagement programs, communications, surveys, knowledge management, and success-review 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.

Requirements

What you’ll need

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.
Ownership mindset, problem-solving ability, curiosity, proactivity, and collaboration.
Continuous growth mindset and willingness to broaden competencies through 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 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.

Benefits

Comp & perks

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.