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Laura Mays

@lauramays

Professional Services, Operations & Customer Success leader who excels building and managing global delivery. Specialty in Ecommerce, ERP and systems

United States

Message

What I'm looking for

I want to make an impact and feel good about the environment in which I work.

At Oracle, I lead cross-functional teams in the Customer Success Business Operations org. Internally working with Consulting (Day 1) and Advanced Support (Day 2) teams internally to consolidate tools and processes, adding AI enhancements to eliminate bottlenecks.

Previously, at Oracle in the NetSuite organization, I was a Consulting / Professional Services leader who oversaw delivery of 30,000 billable hours and 75 to 130 go-lives quarterly. At Digital River, I led a global organization of 200+ Consultants, Operations and Call Center teams as well as implemented NPS measures to track customer satisfaction.

My career started in Consulting at Accenture, where I specialized in working with Insurance companies.

Experience

Work history, roles, and key accomplishments

Current

VP, Customer Success

Current

Oracle

May 2022 - Present (4 years 5 months)

My clients are the internal Oracle Consulting teams. My job is to make sure the Consultants follow our processes, use our systems and can be as efficient as possible. My team and I are responsible for reducing resource and project management tools from 6 down to 1, with ongoing continued technical centralization and process improvements, especially using AI to automate work.

People Management Project Management Technological Innovation System Optimization Teamwork

VP, Consulting

Oracle NetSuite

Sep 2018 - May 2022 (3 years 8 months)

Leader in the Consulting org, specifically responsible for Technical Services teams that customize and extend NetSuite capabilities including integrations and data migration services. Oversaw delivery of 30k billable hours and 75 to 130 go-lives quarterly, enhancing client satisfaction. Achieved 20% increase in sales of hours by optimizing technical services estimates and led a team of 150+.

Consulting Delivery Management Technical Services Ecommerce Team Leadership

VP, Commerce Operations

Digital River

Mar 2007 - Sep 2018 (11 years 6 months)

Responsible for Consulting/Professional Services teams, Client Operations – a day 2 service also known as Advanced Client Support, Customer (Shopper) Support, Fraud Operations and Education/Training of an Ecommerce SaaS product. Company now defunct (shuttered in 2025).

Ecommerce Professional Services Call Center Operations Management Customer Satisfaction NPS Architecture Fraud Operations

Manager, Consulting Workforce

Accenture

May 2000 - Feb 2007 (6 years 9 months)

Specialized in systems integration for Property & Casualty Insurance Product Administration systems. Key Roles: QA Manager, Project Manager, Requirements Analyst.

Systems Integrations QA Project Management Requirements Analysis Insurance