ResponsibilitiesKey Responsibilities:
Lead the evolution of the Client Learning & Adoption function, expanding team capabilities and scalable adoption programs that support Dun & Bradstreet's digital-first customer strategy.
Manage and develop a global team responsible for client learning, onboarding, adoption, enablement, certification, and customer education programs.
Support and execute learning and adoption strategies that help customers realize value from digital, workflow-integrated, and AI-enabled solutions.
Design, implement, and optimize learning management systems, structured learning pathways, certification programs, and scalable educational experiences.
Partner with Change Management and Communications leaders to support the client and Customer Success enablement components of major customer-facing initiatives, ensuring customers and frontline teams have the learning resources and adoption support needed for successful adoption.
Support the global transition to a unified client experience by aligning learning content, adoption resources, and enablement programs across platforms and regions.
Develop and deliver global learning content in localized languages and formats to provide consistent, high-quality education at scale.
Partner with Customer Success leaders to identify adoption barriers, learning opportunities, and enablement needs that improve customer outcomes, product utilization, and value realization.
Establish and monitor adoption success metrics including product utilization, learning engagement, certification completion, and customer adoption outcomes.
Leverage adoption, engagement, workflow, and learning analytics to evaluate program effectiveness and drive continuous improvement.
Develop scalable self-service adoption models including customer communities, knowledge assets, digital learning experiences, and enablement resources.
Evaluate and implement AI-enabled learning experiences, digital assistants, guided workflows, and automation capabilities that improve customer engagement and scalability.
Build strong partnerships across Customer Success, Sales, Product, Marketing, Customer Service, Enablement, and other key stakeholder groups.
Coach and develop employees, fostering capabilities in digital learning, adoption strategy, localization, analytics, operational excellence, and customer enablement.
Monitor team performance against service, quality, adoption, customer satisfaction, and operational objectives.
Additional duties as assigned.
Skills and/or Certifications:
Bachelor's degree in Business, Education, Customer Success, Communications, Organizational Development, Marketing, or a related discipline required
8+ years of experience in customer success, customer education, enablement, learning and development, consulting, operations, or related customer-facing functions.
At least 5 years of people leadership experience managing teams in a dynamic, matrixed environment.
Experience designing and scaling client learning programs, learning pathways, certification frameworks, or adoption initiatives.
Strong understanding of learning management systems, digital learning platforms, and customer enablement methodologies.
Experience using customer adoption, engagement, product usage, or learning analytics to drive measurable business outcomes.
Strong stakeholder management skills with the ability to influence cross-functional teams and drive alignment across global organizations.
Experience supporting large-scale customer-facing initiatives, platform changes, or adoption programs through learning and enablement strategies.
Strong project management, organizational, and operational execution skills.
Experience with customer success platforms, CRM tools, customer communities, digital adoption, or self-service education programs is preferred.
Experience leveraging AI-enabled learning, automation, or digital adoption technologies is preferred.
Strong written, verbal, presentation, and communication skills.
Proficiency in Microsoft Office Suite skills
Show 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.
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.
Education:
Bachelor's Degree - Required
Master’s Degree - Preferred
