Client Learning & Adoption Program Manager (R-20135)

Dun & Bradstreet, Inc.; Florham Park (NJ); On-site; USD 110,000 - 184,000; Full time

Job summary

Dun & Bradstreet is seeking a Client Learning & Adoption Program Manager in New Jersey to lead governance, operating models, and cross-functional programs that educate, adopt, and engage customers. You’ll align Customer Success, Product, Sales, and Onboarding to deliver consistent programs and measurable outcomes.

The role emphasizes governance, stakeholder management, and process ownership, ensuring customer-facing initiatives stay aligned with business priorities and customer success goals.

Qualifications

• Bachelor’s degree in a related field and 8+ years of program management or customer-facing experience.
• Experience leading complex cross-functional programs in a matrixed organization.
• Strong governance, workflow design, and prioritization capabilities.
• Proven ability to manage intake processes and service definitions.

Responsibilities

• Establish and maintain governance framework for Client Learning & Adoption.
• Develop operating procedures, workflows, and standards for scalable learning initiatives.
• Serve as primary liaison across Customer Success, Product, Sales, Onboarding, and more.
• Lead intake, prioritization, and planning for learning requests and communications.
• Facilitate governance forums, reviews, and operational planning sessions.
• Define ownership models, escalation processes, and SLA expectations.
• Manage strategic programs supporting learning, adoption, certifications, and portals.
• Coordinate lifecycle handoffs to ensure a consistent customer experience.
• Collaborate on training delivery, curriculum, and LMS administration.
• Identify adoption opportunities and drive process improvements and engagement.

Skills

Stakeholder management

Governance frameworks

Cross-functional leadership

Program management

Customer education

Adoption initiatives

Change management

Analytics

Process improvement

Communication

LMS administration

Training coordination

Education

Bachelor's degree in Business Administration, Customer Success, Communications, Organizational Development, Education, Operations, Project Management or related field

Tools

Microsoft Office

CRM tools

Job description

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us!

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 Responsibilities

• Establish 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.

Essential Skills and/or Certifications

• 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.

Physical Requirements

• 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

$109,700 - $184,300 a year

Pay Transparency

Dun & Bradstreet is an equal employment opportunity employer and believes in honesty and transparency in the employment hiring process, including pay transparency. Accordingly, listed on this posting is a good faith reasonable estimate of the salary range and other compensation in the job posting, as of the date of this posting. Actual compensation decisions for base salary and other compensation will be dependent upon a wide range of factors including but not limited to: an individual’s skill sets, experience, qualification, training, education, location, and any other legally permissible factors. Successful applicants will also be eligible for D&B’s generous benefit package, outlined above.

Benefits We Offer

• 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.

Equal Employment Opportunity (EEO)

Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.

Accommodations information for applicants with disabilities

Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to [e-mail] to let us know the nature of your accommodation request and your contact information.