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Head of Customer Experience Location: New York City, NY or Tulsa, OK Reports to: COO About Contango IT At Contango IT, we believe that delivering amazing customer experiences isn’t just about fixing technology—it’s about building deep, trust-based relationships with our clients that transform the way they do business. From first contact to onboarding, implementation, and beyond, we ensure that every touchpoint is designed to surprise and delight customers, turning them from satisfied clients into evangelists. Role Overview As the Head of Customer Experience, you will own the entire customer journey—from Account Management to Customer Experience Strategy—ensuring we deliver consistent, scalable, and best-in-class experiences that drive long-term customer value. You will lead a team focused on customer retention, satisfaction, and growth, ensuring our high-touch, high-trust engagement model scales effectively. This role requires a strategic leader who is deeply experienced in Customer Success and Experience, Account Management, and People Management. You must be able to balance the strategic and the tactical, diving deep into operational execution while shaping the long-term vision of Customer Success at Contango IT. Key Responsibilities 1. Customer Experience Strategy &amp; Execution <ul> <li> Design and execute a world-class customer experience strategy, ensuring that every touchpoint—from pre-sales to renewal—creates trust and loyalty. </li> <li> Establish Omotenashi-style service that anticipates customer needs and delivers value before they ask for it. </li> <li> Build a scalable framework for delivering high-touch customer experiences at scale, ensuring consistency across all teams. </li> <li> Own customer journey mapping and continuously refine it based on feedback, data, and evolving business needs. </li> </ul> 2. Account Management &amp; Customer Success <ul> <li> Lead and develop the Account Management team, ensuring they proactively build strong customer relationships and drive renewals, expansions, and advocacy. </li> <li> Implement Customer Health Scores and predictive analytics to anticipate churn risks and upsell opportunities before they happen. </li> <li> Develop and enforce proactive check-ins and QBRs (Quarterly Business Reviews) to maintain strong customer relationships. </li> <li> Ensure customers fully adopt and realize value from our solutions, increasing customer retention and lifetime value. </li> </ul> 3. Customer Growth &amp; Retention <ul> <li> Own churn mitigation strategies, ensuring we continuously monitor and improve customer satisfaction. </li> <li> Implement customer referral programs that turn satisfied clients into active brand advocates. </li> <li> Develop upsell and cross-sell strategies that are based on real customer needs and data-driven recommendations. </li> <li> Align CS and Sales teams to ensure a seamless transition from prospect to customer to advocate. </li> </ul> 4. Leadership &amp; Team Development <ul> <li> Build, mentor, and lead a high-performing Customer Success and Experience team, ensuring they have the training, tools, and support to excel. </li> <li> Foster a customer-first culture across all teams, ensuring that every employee is focused on delivering incredible customer experiences. </li> <li> Own customer experience training programs for the entire company, ensuring all employees are aligned with our customer-first philosophy. </li> </ul> 5. Data, Insights &amp; Process Optimization <ul> <li> Develop and manage Customer Health Dashboards that provide real-time visibility into customer satisfaction, engagement, and potential risks. </li> <li> Utilize customer feedback and analytics to drive continuous improvement initiatives. </li> <li> Implement and refine automated and AI-driven processes to enhance customer interactions and efficiency. </li> <li> Define and measure Customer Success KPIs, including NPS, CSAT, Retention Rates, Expansion Revenue, and Time-to-Value Metrics. </li> </ul> What We’re Looking For Experience &amp; Skills: <ul> <li> 10+ years in Customer Success, Customer Experience, or Account Management, with at least 5 years in a leadership role. </li> <li> Proven ability to scale Customer Success and Experience teams while maintaining high-touch relationships. </li> <li> Strong strategic thinking with the ability to execute and drive operational excellence. </li> <li> Deep expertise in customer journey design, renewals, churn mitigation, and expansion strategies. </li> <li> Experience working with data-driven customer insights, health scores, and predictive analytics. </li> <li> Strong leadership skills—can inspire, coach, and develop high-performing teams. </li> <li> Comfortable working in a fast-paced, growth-oriented environment. </li> <li> Excellent communication skills and ability to influence cross-functional teams. </li> </ul> Bonus Points If You Have: <ul> <li> Experience in IT Managed Services or SaaS. </li> <li> Knowledge of AI and automation tools for customer engagement. </li> <li> Strong network within the SMB community and partner ecosystems. </li> </ul> Why Join Contango IT? <ul> <li> Culture of Excellence – We are obsessed with delivering amazing customer experiences </li> <li> Growth-Oriented – We believe in investing in our team and providing opportunities for leadership. </li> <li> Mission-Driven – We don’t just solve IT problems; we help our customers transform their businesses. </li> </ul> If you’re passionate about Customer Success and Experience, thrive in a strategic-yet-hands-on leadership role, and want to shape the future of customer engagement at Contango IT, we’d love to hear from you!

Contango

Head of Customer Experience

About the Opportunity Contango is seeking an experienced, hands-on Director of Marketing to join our growing team in Tulsa. As a key management position, you'll be responsible for driving demand generation, supporting our sales organization, and building our marketing function from the ground up. This is a foundational opportunity to join our expanding Tulsa office and help shape the future of our marketing strategy. Why Contango in Tulsa? Backed by local banks, regional funding initiatives, and local venture capital, Contango is building our future with a new Tulsa-based office. We're committed to becoming the number one place to work in Tulsa, serving over 100 amazing clients and their 2,000+ employees with cutting-edge IT solutions. As we grow this office to over 100 team members, you'll have the opportunity to build and lead a marketing function that drives our continued expansion. Core Responsibilities <ul> <li>Own and deliver on quarterly lead generation commitments that align with sales targets</li> <li>Develop and execute comprehensive demand generation strategies across multiple channels</li> <li>Lead content creation and campaign development to support sales prospecting efforts</li> <li>Build and manage marketing automation systems and processes</li> <li>Create and optimize the marketing-to-sales pipeline</li> <li>Collaborate closely with sales leadership to align marketing initiatives with sales objectives</li> <li>Hands-on execution of marketing initiatives while building out the marketing team</li> <li>Measure and report on marketing performance metrics and ROI</li> </ul> Required Qualifications <ul> <li>5+ years of B2B marketing experience, with at least 2 years in a management role</li> <li>Proven track record of successful demand generation in the technology or professional services sector</li> <li>Experience with marketing automation platforms and CRM systems (preferably Salesforce)</li> <li>Strong analytical skills with experience in marketing metrics and ROI tracking</li> <li>Exceptional project management and team leadership abilities</li> <li>Demonstrated success in content marketing and campaign development</li> <li>Experience in building and scaling marketing operations</li> </ul> What We Offer <ul> <li>Competitive base salary range: $120,000-$160,000 + performance bonus</li> <li>Comprehensive health benefits with paid premium (medical, dental, vision)</li> <li>Generous PTO, paid holidays, and sick leave</li> <li>Professional development and growth opportunities</li> <li>Hybrid work environment with modern downtown Tulsa office</li> <li>Collaborative, growth-oriented company culture</li> </ul> A Day in the Life As Director of Marketing at Contango, your typical day might include: Morning <ul> <li>Review marketing dashboard metrics and campaign performance</li> <li>Lead daily marketing team standup</li> <li>Collaborate with sales leadership on pipeline analysis</li> <li>Refine targeting for active demand generation campaigns</li> </ul> Afternoon <ul> <li>Create and review content for upcoming campaigns</li> <li>Meet with marketing team members to provide guidance on projects</li> <li>Analyze conversion metrics and optimize lead nurture flows</li> <li>Work hands-on with marketing automation tools to improve processes</li> </ul> Weekly Activities <ul> <li>Lead generation pipeline reviews with sales team</li> <li>Content calendar planning and execution</li> <li>Campaign performance analysis and optimization</li> <li>Marketing team development and coaching</li> <li>Strategic planning with executive team</li> </ul> About Contango At Contango, our name represents our commitment to constant improvement and upward movement. We're a people-first organization providing effective and efficient information technology solutions through experienced consulting, service, and support. Our culture emphasizes teamwork, personal development, and mutual support, balanced with team-building activities, company getaways, and community involvement. We're more than just an IT services provider – we're tech enthusiasts who love growing together. Our mission is to build a group of fully integrated MSP/MSSP brands across the country, focusing on delivering high-quality products and services in local markets. How to Apply If you're excited about building and leading a marketing function that drives growth for a dynamic IT services provider, we want to hear from you. Even if you don't meet every qualification listed, we encourage you to apply.

Director of Marketing

Help Desk Support Consultant/ Support Tech (Level 1) We are currently searching for a Help Desk Support Consultant/Level 1 Tech Support to join our team of over thirty five amazing IT specialists. In this position you will work closely with some of our largest and most complex clients using your customer service and technical skills to solve their biggest problems and open up their biggest opportunities. By supporting new technologies and processes you will revolutionize the way your clients’ businesses operate and grow. This is a foundational team member opportunity in Tulsa and you will be part of the first five team members in Tulsa, forging a path for the company and your career as we grow this office to over 100 team members in the coming years. Why are we building this team in Tulsa? Backed by local banks, the regional funding initiative and local venture capital, Contango is excited to build our future with a new Tulsa-based office bringing great customers and talent to help us grow. We plan on making Contango the number one place to work in Tulsa and want you to help us. About You You’re not just a hard working, analytical and forward-thinking team player that loves to learn new technologies. You live for fast-paced work, and have outstanding communication skills and patience with customers that might not be as tech savvy as you are. You love keeping things organized and on track, and collaborating with your coworkers to achieve objectives. How You Will Make an Impact <ul> <li>You will listen to your clients and their stakeholders, learning their business and tailoring your support to meet their needs.</li> <li>Support multiple clients and projects (usually 3-4 at a time) both remotely and on-site.</li> <li>Manage expectations and timelines for tickets with clients.</li> <li>Do hands-on work with multiple technologies including basic firewalls, switches, servers, email services and general helpdesk support.</li> <li>Meeting with clients regularly to solve their problems.</li> <li>Document work performed at client meetings, including time spent, and report back to your manager with any follow up items.</li> <li>Work with your manager, and other team members to recruit, train and build our team of project managers and engineers here in Tulsa.</li> <li>Embody and enhance our culture where every team member is part of building the company, is empowered to make impactful decisions and forge a path for career advancement.</li> </ul> Skills &amp; Qualifications (even if you do not meet these skills 100% we still welcome you to apply) This is a full time, salary position for a Help Desk Support Consultant/Level 1 Tech Support who will be responsible for supporting multiple clients. Reporting to the Support Delivery Manager your skills will include: <ul> <li>IT Support experience supporting clients with complex technology platforms.</li> <li>Experience dealing with challenging tickets, scenarios and clients.</li> <li>Core Technologies: Microsoft 365 - Exchange, Sharepoint, OneDrive, InTune.</li> <li>Email platforms including Microsoft 365 and Google Workspace.</li> <li>New Network Setups and Upgrades - including Sonicwall, Meraki and Cisco Small Business Switches.</li> <li>Basic understanding of TCP/IP, networking, VPN and firewalls.</li> <li>Basic understanding of Sonicwall, Meraki, Ubiquiti and Cisco Small Business Products preferred.</li> <li>Windows 8/10/11 - Basic Support relating to the tickets being worked on.</li> <li>Mac OsX Support - Basic Support relating to the tickets being worked on.</li> <li>Some exposure to Connectwise Command or similar RMM products.</li> <li>IT Glue experience preferred but not required.</li> </ul> What we offer: <ul> <li> Competitive Salary Range for the position: $50,000-$65,000 (based on experience) <ul> <li>Annual bonus.</li> <li>Comprehensive health benefits, paid premium (medical, dental, vision).</li> <li>Paid holidays, sick days and federal holidays.</li> <li>Ongoing paid training and growth opportunities.</li> <li>Hybrid office and work from home (office located downtown Tulsa)</li> </ul> </li> </ul> About Contango It’s not a common term, but one widely used on trading floors and in commodity circles. Contango, as defined, is when the future price is higher than the spot (or current) price. This is the heart of Contango; to move upward, constant improvement. We want our employees, our clients, our vendors, friends and family to climb the forward slope, to always improve, always gain value, always achieve higher levels of success, and to do it together. Serving over 60 amazing clients and their close to 2,000 employees, we provide effective and efficient information technology solutions to businesses and organizations through experienced consulting, service and support. We achieve this with open communication, by working closely together and earning our client’s trust; resulting in a mutually beneficial, long-term relationship. At Contango, we’re all tech enthusiasts who love growing together. Our culture is all about teamwork, personal development, and having each other’s backs. We also know how to have fun with team-building activities, company getaways, and charity events. Contango is more than a job – it’s a place where we learn, innovate, and thrive together. Our mission is to build a group of fully integrated MSP/MSSP brands across the country responsible for the assessment, deployment, and management of IT and Security for SMBs. We are a people-first organization hyper-focused on delivering high-quality products and services in local markets.

Level 1 IT Support Technician

**Location: Tulsa, OK. This is an hybrid position for those already in Tulsa, OK or willing to relocate to Tulsa, OK. If you want to relocate we may be able to provide up to $10,000 in support for your relocation** Account Executive We are currently searching for two experienced Account Executives to join our team of forty five. In this position you will seek out and work closely with prospects to identify their critical needs and opportunity to digitally transform their business. By selling clients the support they need for new technologies and processes you will revolutionize the way your clients’ businesses operate and grow. This is a foundational team member opportunity in Tulsa and you will be part of the first 12 team members in Tulsa, forging a path for the company and your career as we grow this office to over 100 team members in the coming years. Why are we building this team in Tulsa? Backed by local banks, the regional funding initiative and local venture capital, Contango is excited to build our future with a new Tulsa-based office bringing great customers and talent to help us grow. We plan on making Contango the number one place to work in Tulsa and want you to help us. About You &amp; The Role You are a full cycle sales executive that owns the entire sales process from start to finish. The sales process involves consistently identifying potential prospects through self-prospecting and initiating contact via multiple communication channels for cold outreach. This approach aims to create new opportunities by conducting discovery calls to understand client needs and demonstrating product capabilities through demos. Subsequently, negotiations on pricing and terms ensue, addressing concerns and aligning agreements with both company objectives and client expectations. The final goal is to successfully execute sales agreements that drive top-line growth and expand Contango’s market reach. This process requires effective communication, a thorough knowledge of the product or service, and the ability to build relationships with multiple stakeholders throughout the sales cycle. Skills &amp; Qualifications (even if you do not meet these skills 100% we still welcome you to apply) This is a full time, salary + commission position for an experienced Account Executive. Reporting to the Head of Sales, your skills will include: <ul> <li>Experience closing $25K - $200K+ deals with multiple decision makers</li> </ul> <ul> <li>Highly coachable, flexible, and resilient.</li> </ul> <ul> <li>Motivated, hardworking team player.</li> </ul> <ul> <li>Great communication skills, ability to articulate thoughts clearly and run meetings with potential clients.</li> </ul> <ul> <li>Highly organized; ability to manage multiple deals and projects at once.</li> </ul> <ul> <li>Experience in sourcing your own opportunities.</li> </ul> <ul> <li>3+ years of successful selling experience in a B2B environment.</li> </ul> <ul> <li>Familiarity with B2B software and technology is a plus (for example salesforce and outreach.io)</li> </ul> What we offer: <ul> <li>Competitive Salary Range for the position: $80,000-$100,000 + commission of up to 100% of base salary </li> </ul> <ul> <li>Comprehensive health benefits, paid premium (medical, dental, vision).</li> </ul> <ul> <li>Paid holidays, sick days and federal holidays.</li> </ul> <ul> <li>Ongoing paid training and growth opportunities.</li> </ul> <ul> <li>Hybrid office and work from home (office located downtown Tulsa)</li> </ul> About Contango It’s not a common term, but one widely used on trading floors and in commodity circles. Contango, as defined, is when the future price is higher than the spot (or current) price. This is the heart of Contango; to move upward, constant improvement. We want our employees, our clients, our vendors, friends and family to climb the forward slope, to always improve, always gain value, always achieve higher levels of success, and to do it together. Serving over 100 amazing clients and their close to 2,000 employees, we provide effective and efficient information technology solutions to businesses and organizations through experienced consulting, service and support. We achieve this with open communication, by working closely together and earning our client’s trust; resulting in a mutually beneficial, long-term relationship. At Contango, we’re all tech enthusiasts who love growing together. Our culture is all about teamwork, personal development, and having each other’s backs. We also know how to have fun with team-building activities, company getaways, and charity events. Contango is more than a job – it’s a place where we learn, innovate, and thrive together. Our mission is to build a group of fully integrated MSP/MSSP brands across the country responsible for the assessment, deployment, and management of IT and Security for SMBs. We are a people-first organization hyper-focused on delivering high-quality products and services in local markets.

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