{"id":3835933,"url":"https://alion.io/job/dun-bradstreet-client-learning-adoption-program-manager-r-20135","title":"Client Learning & Adoption Program Manager (R-20135)","company":{"id":2406,"name":"Dun & Bradstreet","domain":"dnb.com","url":"https://alion.io/company/dnb","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":7,"ghost_share":0,"stale_share":0.571,"repost_share":0.286,"time_to_fill_p50_days":49,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Florham Park, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":109700,"max":184300,"currency":"USD","period":"year","gross":null,"usd_annual":184300},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-05T17:05:45Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-09T14:48:58Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nThe 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.\nThis 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.\nEssential Key Responsibilities\nEstablish and maintain the governance framework for the Client Learning & Adoption function.\n\nDevelop and manage operating procedures, workflows, service definitions, and standards that enable scalable delivery of learning, adoption, communications, and engagement initiatives.\n\nServe as the primary liaison between Client Learning & Adoption and cross-functional business partners, ensuring alignment of priorities, timelines, resources, responsibilities, and expected outcomes.\n\nLead intake, prioritization, and planning processes for learning requests, content requests, customer communications, engagement initiatives, and custom asset development.\n\nFacilitate governance forums, stakeholder reviews, and operational planning sessions to drive alignment and informed decision-making.\n\nDefine and maintain RACI frameworks, ownership models, escalation processes, and service-level expectations across customer-facing initiatives.\n\nManage strategic projects and programs supporting customer learning, adoption, certifications, engagement, community initiatives, portal launches, and other business priorities.\n\nCoordinate lifecycle handoffs between Onboarding, Customer Success, Support, and other customer-facing organizations to ensure a consistent customer experience.\n\nPartner with team members responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support successful program execution.\n\nCollaborate with Customer Success leaders to identify adoption opportunities, process improvements, and customer-engagement initiatives that improve customer outcomes.\n\nDevelop and manage change-management plans supporting new customer-facing programs, processes, technologies, and initiatives.\n\nEstablish operational performance metrics and reporting frameworks to measure program health, process effectiveness, stakeholder satisfaction, governance compliance, and execution outcomes.\n\nUse operational insights, customer feedback, and business-performance data to drive continuous improvement.\n\nSupport the development and execution of customer-engagement programs, customer communications, survey initiatives, knowledge-management processes, and success-review support programs.\n\nBuild strong partnerships across Customer Success, Product, Sales, Marketing, Customer Service,\n\nProfessional Services, Operations, and Digital Experience teams.\n\nMonitor program delivery, operational effectiveness, stakeholder alignment, and governance compliance against defined objectives.\n\nEssential Skills and/or Certifications\nBachelor's degree in Business Administration, Customer Success, Communications, Organizational Development, Education, Operations, Project Management or related field.\n\nAt least 8 years’ experience in program management, Customer Success, customer education,operations, Learning & Development, enablement, consulting, or a related customer-facing function\n\nExperience leading complex cross-functional programs and initiatives in a matrixed organization.\n\nDemonstrated experience designing, implementing, and improving business processes and governance frameworks.\n\nStrong stakeholder-management skills, with the ability to influence cross-functional teams and drive organizational alignment.\n\nExperience developing and managing intake processes, operational workflows, escalation procedures, service definitions, and prioritization frameworks.\n\nStrong project and program management skills, with a proven ability to manage multiple priorities and competing demands.\n\nExperience supporting customer education, Customer Success, customer engagement, or adoption-related initiatives.\n\nAbility to facilitate planning sessions, governance reviews, operational forums, and stakeholder decision-making meetings.\n\nStrong analytical and problem-solving skills, with experience using performance metrics and operational insights to improve outcomes.\n\nProficiency in Microsoft Office Suites Skills\n\nShow an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success.\n\nContinuous 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.\n\nWhere applicable, fluency in English and languages relevant to the working market.\n\nPhysical Requirements\nAbility to sit, speak and operate telephone and/or computer for long periods of time\n\nAbility to handle pressure, stressful conditions, and conflict resolution\n\nAbility to work 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