User feedback has helped ftrack become the tool it is today. By listening to our clients and understanding their requirements, we continually improve the platform based on user feedback. We believe customer support is an essential service that we pride ourselves on.
We spoke with Mattias Seebergs, Head of Customer Success – a familiar face with new and veteran users – to share how he can help your studio with ftrack.
Can you explain your role at ftrack, what are your main responsibilities as Head of Customer Success?
My role is to please our users. A large part of the role is to guide clients on their journey of on-boarding ftrack into their studio. We have a variety of content to help our clients get a better understanding of how ftrack works and assist them as they get started. Maintaining a high level of customer support is important to us, so I often reach out to our clients to check in on how they’re getting on with ftrack and ensure we are providing our users with helpful assistance on support queries.
What do you enjoy most about your role?
I thoroughly enjoy speaking with as many users as possible. It not only helps me understand their needs but also provides a medium for the client to suggest new features and additions to ftrack. This sort of feedback has been instrumental in helping us add new features that have been derived from high-end production environments. There is an amazing variety of studios spread all over the world and speaking with as many as I can is very enjoyable 🙂
What’s the most interesting use of ftrack you’ve seen?
We receive many enquiries about how ftrack can be used in an engineering and processing capacity. LEGO is using ftrack in interesting ways that show the power and flexibility the application has to offer.
A more bizarre one that springs to mind was to track the production of a forklift assembly.
What is your background prior to joining ftrack?
ftrack is actually my first company. I first joined ftrack back in 2012 when I was studying for my MSc in Media Technology by completing my thesis there. I was tasked with creating new reporting tools as a developer first. I enjoy speaking with users so the mixture of my technical knowledge and social skills made it a natural transition into a customer support role.
What attracted you to working with ftrack?
The start-up environment and nature of developing a new application attracted me to join ftrack. The journey has been a fantastic experience and the application has come a long way since I joined.
What are you most proud of in your career at ftrack?
Both that I have had the opportunity to work here but also that I have been able to wear many different hats during my time at ftrack.
I have learned a lot about the product and how it is built as a developer, which helps greatly when troubleshooting and investigating issues with customers.
What tip would you give to people picking up ftrack for the first time?
Feel free to just play around and explore the features, and not be afraid of changing and configuring things. Start with a small project to understand how ftrack works. By experimenting and trying different features a lot can be learned and picked up intuitively. If anything goes wrong, I’m here to help and can be easily contacted through Intercom or [email protected].
What is your favorite feature of ftrack?
There are many, but I really like Actions, how powerful that feature is and what possibilities it brings. Creating PDF reports with Actions to show graphs of logged time is a useful addition I’ve seen used by producers.
Another Action I’ve seen sent a simple “Thank you” email to collaborators of a review session before it was automatically closed and archived. Communicating that gesture of gratitude is a nice touch.
Is there a “hidden” feature you wish more people knew about?
For people working with scheduling, linked objects in the scheduler can be moved by holding down Cmd/Ctrl on the keyboard while rescheduling a task. This simple shortcut can be a massive time saver if there are many liked objects that need to be adjusted often. Otherwise, by not holding down that key, only the task itself will move which means a very repetitive process to move all the other tasks too.
What are your hobbies outside of work?
I enjoy being creative at home with DIY projects which has recently led me to build a new wall mirror that I repurposed from an old window. It’s truly unique and has become a talking point when guests come over.
I also enjoy going on long distance runs to stay fit and to help clear the mind. Outside of those activities, spending lots of time with my wife and two-year-old son is something I savor!