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IantheH/README.md

Hi, I'm Ianthe Hernandez (eye-an-thee) 👋

I'm a PMP, Certified ScrumMaster, and Salesforce Certified Administrator with a background in Customer Success, Technical Account Management, SaaS adoption, CRM implementation, and AI-enabled workflow automation.

I’m also the founder and operator of Expansion Software & Services, where I manage a SaaS CRM platform supporting 70+ active client accounts across HR, captive insurance, real estate, ecommerce, coaching, and nonprofit sectors.

My work focuses on helping customers onboard, adopt, and succeed with SaaS platforms through clear communication, workflow guidance, technical support, automation, and ongoing account relationship management.

💡 What I Focus On

  • Customer Success and customer lifecycle management
  • Customer onboarding and product adoption
  • SaaS adoption and CRM implementation
  • Technical account support and incident resolution
  • Workflow automation and AI-enabled operations
  • Stakeholder communication and process improvement
  • Knowledge management and documentation

🤖 AI Workflow Automation

I build and use AI-enabled workflow systems to support business operations, research, workflow execution, customer onboarding, documentation, and knowledge management.

My AI work is practical and customer-centered: improve repeatable processes, reduce manual work, support better follow-through, and keep sensitive or high-impact decisions under human oversight.

Tools I work with include ChatGPT, Claude, Claude Code, Manus, OpenClaw, HighLevel, Zapier, Make, and related workflow automation platforms.

🛠 Tools & Platforms

CRM & Customer Platforms: Salesforce, HighLevel, HubSpot, Zendesk, Freshdesk, Intercom, Help Scout

Automation & Workflow: Zapier, Make, n8n, Salesforce Process Builder, HighLevel Workflows

AI & Knowledge Tools: ChatGPT, Claude, Claude Code, Google Gemini, Manus, OpenClaw, Internal Knowledge Base Systems

Cloud Platforms: Google Cloud, AWS Management Console

Project & Collaboration: Jira, ClickUp, Asana, Trello, Notion, Smartsheet, Slack, Zoom, Microsoft Teams, Loom, Google Meet

Data & Reporting: Salesforce Reports & Dashboards, HighLevel Analytics, Google Analytics, Google Sheets, Microsoft Excel, Airtable

Integrations & Payments: Shopify, Stripe, PayPal, Square

🏅 Certifications

  • Project Management Professional (PMP)
  • Certified ScrumMaster
  • Salesforce Certified Administrator
  • Google Cloud Digital Leader, In Progress
  • Maxwell Leadership Certified Coach, Speaker & Trainer
  • M.S., Organizational Leadership

🚧 What I'm Building

I'm building and documenting practical examples at the intersection of Customer Success, SaaS adoption, Product Adoption, CRM workflows, and AI-enabled operations.

Upcoming areas may include:

  • Customer onboarding workflow examples
  • SaaS adoption and account health templates
  • AI-assisted knowledge management workflows
  • CRM automation examples
  • Technical account support documentation
  • Customer success process templates

📂 Featured Customer Success Resources

I'm building practical resources at the intersection of Customer Success, SaaS adoption, Technical Account Management, CRM workflows, and AI-enabled operations.

Featured repositories:

📬 Connect With Me

Popular repositories Loading

  1. IantheH IantheH Public

  2. customer-onboarding-workflow-template customer-onboarding-workflow-template Public

    Customer onboarding workflow template for SaaS adoption, stakeholder alignment, training, and first-value milestones.

  3. technical-account-support-runbook technical-account-support-runbook Public

    Technical account support runbook for issue triage, escalation handling, customer communication, and post-resolution follow-up.

  4. saas-account-health-scorecard saas-account-health-scorecard Public

    SaaS account health scorecard template for tracking product adoption, customer engagement, support risk, and retention signals.

  5. qbr-business-review-template qbr-business-review-template Public

    Customer business review and QBR template for SaaS teams focused on adoption, outcomes, risks, recommendations, and next steps.

  6. customer-success-plan-builder customer-success-plan-builder Public

    Interactive customer success plan builder for SaaS onboarding, product adoption, risk identification, and value realization.

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