Client Learning & Adoption Program Manager (R-20135)

Dun & Bradstreet, Inc.; Jacksonville (FL); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous PTO

Parental leave (up to 16 weeks)

Education assistance

401k with company match

Medical, dental, vision insurance

Job summary

Dun & Bradstreet, Inc. is hiring a Client Learning & Adoption Program Manager in Jacksonville, FL.

You will establish governance, define operating procedures, and coordinate cross‑functional initiatives to improve customer learning, adoption, and engagement across product and service lines. Responsibilities include shaping intake processes, leading governance forums, and ensuring consistent customer outcomes through robust change management and performance metrics.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 8+ years in program management, customer education, or enablement.
• Experience leading cross‑functional programs in matrix organizations.
• Ability to design and improve governance and intake processes.
• Strong stakeholder management and influence across teams.
• Proven project management skills with multiple priorities.

Responsibilities

• Establish and maintain governance for the Client Learning & Adoption function.
• Define operating procedures, workflows, and service definitions for scalable delivery.
• Lead intake, prioritization, and planning for learning and content requests.
• Coordinate cross-functional forums and decision-making sessions.
• Develop RACI frameworks, escalation paths, and SLAs across initiatives.
• Manage strategic projects like certifications, engagement programs, and portals.
• Collaborate with onboarding, Customer Success, and Product teams for consistency.
• Monitor delivery performance and drive continuous improvement.

Skills

Program management

Stakeholder management

Governance frameworks

Cross-functional leadership

Change management

Learning & development

Analytics

English proficiency

Education

Bachelor's degree

Tools

LMS administration

MS Office / Office 365

CRM systems

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! Explore opportunities at dnb.com/careers.

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

Benefits We Offer

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leaveafter one year of employment.
• Paid sick timeto care for yourselfor family members.
• Education assistanceand extensive training resources.
• Do GoodProgram: Paid volunteer days&donation matching.
• Competitive401k with company matching.
• Health & wellness benefits, including discounted Wellhubmembership rates.
• Medical, dental&vision insurancefor you,spouse/partner&dependents.

All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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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.

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