Brittney Wilson
Senior Manager, Support Communities @HealthStream
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WORK HISTORY
Senior Manager, Support Communities @HealthStream
Head of community overseeing a team managing 100+ online communities, email marketing campaigns, live and recorded training, idea portal, and knowledge management system- Launched an award-winning new administrator onboarding experience, increasing training attendance 10x and addressing high learning administrator turnover - Developed a scalable community support infrastructure and growth strategy, reducing customer service cases by 30%- Established a community project tracking system to visualize work completed across products and business units, showcasing community value and resource allocation - Created a robust reporting and analytics dashboard with over 140 data points, leveraged in Power BI KPI visualizations, QBRs, and IT operations planning sessions - Integrated hStream ID mapping system for accurate user mapping between the community platform and Salesforce, enabling automated user activity updates for global reporting across customer support, marketing, and sales efforts - Streamlined acquisition and new product integration processes, reducing onboarding time from 6-12 months to 3 months, and community integration time from 3-6 months to 2 weeks - Launched weekly office hours for employee feedback, fostering a culture of sharing and mutual ownership in community success - Fostered vulnerability and organic connections in a welcoming environment where customers can become educated about products without feeling pressured to buy
EDUCATION
University of West Georgia
BSN, Nursing
Georgia Highlands College
Associate of Science, Nursing
ABOUT BRITTNEY WILSON
Registered nurse turned Community Management professional with over 10 years of experience in building online communities within the healthcare sector. Results-driven and customer-centric, dedicated to creating engaging and thoughtful community experiences that enhance brand and product value. Proven track record of increasing customer satisfaction, reducing response times, and fostering strong relationships. Expertise in leading cross-functional teams, utilizing data-driven insights, and implementing innovative strategies to drive business growth and customer happiness. 2023 Most Valuable Community Manager - Higher Logic Champions of Community Skills: Online Community Management, Community Strategy, Systems Architecture, Product Management, Strategic Planning, Product Launches & Upgrades, Servant Leadership, Conflict resolution, Content Strategy & Development, Analytics & KPI Analysis, Web Development, Search Engine, Optimization (SEO), Change Management, Cross-functional leadership, Relationship Management, Thought Leadership, User Experience, Knowledge management, Project Management, Integrations, CRM software (Salesforce), Online Community Software (Higher Logic, Circle, Telligent, Jive, SalesForce Community), Professional Speaking, Presentation Development, Copywriting, Notion, Teachable, WordPress, Email Marketing (ConvertKit, Informz, MailChimp)
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