Joseph Johnson
Riverton,UT
Summary
Dynamic leader with a strong focus on customer education, consulting, and team development. Achieved a 155% increase in annual recurring revenue while maintaining high customer satisfaction, reflected in a Net Promoter Score of 66. Proven ability to deliver impactful learning products that align with business goals.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Sr. Director, Learning & Consulting
Level Access
05.2022 - Current
- Driving the profitable strategy and execution for digital accessibility education principles and products to a global customer base, including interactive eLearning solutions, onsite instructor-led training and workshops, and program maturity consulting engagements.
- Oversaw successful launch of external learning management platform, Skilljar, creating a subscription-based learning product, growing SAAS-based ARR and net retention of software customers.
- Grew Customer Satisfaction of weekly public virtual sessions.
- 97.7% - Top 2 Box from 920 responses (4.84: 1-5 scale)
- Net Promoter Score (NPS) of 66 (-100 to 100)
- Launched industry-based certification prep programs for International Association of Accessibility Professionals (IAAP), including CPACC, ADS, and WAS.
- Created gamification, badging, and certification strategy for customers and partners.
- Increased direct ARR by 155% in 2025 for the Level Access Academy.
- Lead an organization of learning professionals, Consultants, and Technical Writers, managing a P&L, product strategy, and roadmap.
- Develop and implement strategy for new customer onboarding, increasing scalability of learning engagements and decreasing time-to-value.
- Maintain headcount budget and drive revenue by maximizing utilization of resources to ensure efficiency and coverage across all learning functions.
- Collaborate with other leaders, HR, and Recruiting to identify and solve learning gaps within Sales, Services, Operations, and Support roles.
- Provide leadership-level presentations in prospect RFP, leadership, and company all teams meetings.
- Support company-wide leadership initiatives and change management, such as leadership development, compensation and equity, and role-based competencies.
Leader, Global Education & Onboarding
NICE inContact, Inc
Sandy, USA
04.2014 - 05.2022
- Acting Director providing strategic and comprehensive education solutions for the NICE inContact CXone product portfolio, for all internal and external audiences. This includes various learning functions such as: curriculum development, classroom facilitation, class and LMS coordination, and new customer onboarding.
- Grew Customer Satisfaction consistently, 2021 - Top 2 Box Customer Satisfaction of 96.8% from 920 responses (4.84: 1-5 scale)
- 2021 - Net Promoter Score (NPS) of 74 (-100 to 100)
- Developed successful Partner Certification program resulting in the certification of more than 40 global implementation and integration partners, increasing revenue and speed to turn-up of new customers.
- Led the development of new Client Onboarding program, including developing new processes, resources, and a positive P&L model.
- Implemented strategy to improve comprehensive new hire training program, focusing on flexibility and engagement, including classroom training, distance learning, self-paced content, and assessments.
- Own and manage strategy for increasing quality and effectiveness of new customer Education and Onboarding, as well as driving a positive and continuous revenue stream.
- Maintain headcount budget and drive utilization of resources to ensure efficiency and coverage across all learning functions.
- Lead the organization, scheduling, and logistics of NICE CXone Pre-Conference training for annual NICE Interactions user conference.
- Responsible for conceptual and technical product training for new hires to NICE inContact including Sales, Client Services, Technical Services, Product, R&D, and support departments, such as Human Resources, Finance, and Legal.
- Collaborate with other leaders, HR, and Recruiting to identify and solve for learning gaps within Sales, Services, Operations, and Support roles, including job-specific, multi-level product certifications.
- Provide Leadership-Level presentations in prospect RFP meetings.
Sr. Education Consultant
NICE inContact, Inc
Sandy, USA
09.2012 - 04.2014
- Facilitated training for more than 100 new and existing corporate clients, while collaborating with Subject Matter Experts to reconstruct curriculum with an aim to create more engagement and knowledge retention.
- Maintained an individual Instructor Satisfaction score of 4.75 on a 1-5 scale.
- Designed and implemented enterprise-wide distance learning consistency guide and best practices.
- Lead facilitator and content contributor for new Partner Certification program.
- Facilitated multiple Marketing workshops for prospective customers.
Sr. Learning Specialist
E*TRADE Financial, Corporate Services
Salt Lake City, USA
03.2007 - 09.2012
- Strategized, designed, and implemented learning programs for 1,200 E
- TRADE corporate clients, consisting of 1.2 million participants, and 200 internal Corporate Services sales, service, and support employees.
- Facilitated live virtual and in-person training events for more than 30 Corporate Clients and over 6,000 plan participants, achieving an average Instructor Satisfaction score of 4.81 on a 1-5 scale.
- Led the development of a revenue generating program for Corporate Stock Plan participants, including 8 different courses with the flexibility of live classroom training, virtual training, and eLearning.
- Demonstrated the value of E
- TRADE’s participant experience to corporate clients by presenting at regional forums, RFP meetings, and large conferences.
- Devised innovative approach to conference and direct product demos and managed a team of developers to create new do-it-yourself demos utilizing Flash and eLearning technologies.
Member Relations
AOL-Time Warner
Ogden, USA
06.2006 - 03.2007
- Trained new representatives on internal systems. This training included both classroom facilitation as well as one on one mentoring and coaching.
Education
Bachelor of Science - Criminal Justice, Psychology
Weber State University
12.2005
Skills
- Strategic planning
- Team development
- KPI evaluation
- Revenue management
- Change management
- Leadership development
- Instructional design
- Training facilitation
- eLearning and LMS
- Instructor enablement
- Client consultation
- Project management
- Needs assessment
- SaaS expertise
- Adult learning strategies
- Training program development
- Product strategy
Certification
- Consulting Skills Certificate, ATD, 2019
- Advanced eLearning Design Certification, Association for Talent Development (ATD), 2012
- Certified Equity Professional, Santa Clara University, 2008
- FINRA Series 7, 63, 24, inactive
Honors And Awards
- Level Access - Grand Leveler, 2024
- NICE - Champion’s Club, 2014, 2017
- ATD - Excellence in Practice Citation, Association for Talent Development, 2012, 2013, Learning Technologies
Timeline
Sr. Director, Learning & Consulting
Level Access
05.2022 - Current
Leader, Global Education & Onboarding
NICE inContact, Inc
04.2014 - 05.2022
Sr. Education Consultant
NICE inContact, Inc
09.2012 - 04.2014
Sr. Learning Specialist
E*TRADE Financial, Corporate Services
03.2007 - 09.2012
Member Relations
AOL-Time Warner
06.2006 - 03.2007
Bachelor of Science - Criminal Justice, Psychology
Weber State University