Roles & Responsibilities: Who Does What
A clearly understood set of roles prevents confusion, delays, and missed expectations. This article defines the key people involved in your engagement with Progressive Robot and what each is responsible for.
On the Progressive Robot Side
| Role | Responsibility |
|---|---|
| Account Manager | Overall client relationship, commercial matters, contract negotiations, renewals, escalations beyond the project level |
| Project Manager | Day-to-day project delivery, weekly updates, milestone tracking, risk management, client communication on project matters |
| Lead Engineer / Developer | Technical delivery, architecture decisions, code quality, technical queries |
| QA / Tester | Internal testing before delivery to you, defect tracking, regression testing |
| Support Team | Helpdesk tickets, post-delivery defects, managed services monitoring |
On Your Side (Client)
| Role | Responsibility |
|---|---|
| Project Sponsor | Overall business owner; approves budget, scope changes, and final sign-off |
| Project Lead / Day-to-Day Contact | Attends meetings, answers queries, provides feedback, co-ordinates internally |
| Subject Matter Experts (SMEs) | Provide domain knowledge, review deliverables in their area, available for questions |
| IT / Technical Contact | Provides system access, manages internal infrastructure changes |
| Finance / Billing Contact | Receives and processes invoices, raises POs if required, authorises payments |
RACI Model
For each major activity, responsibilities are assigned using the RACI model:
- R - Responsible: Does the work
- A - Accountable: Ultimately answerable for the outcome
- C - Consulted: Provides input before decisions are made
- I - Informed: Kept up to date on progress and decisions
A project-specific RACI matrix will be shared during kickoff for larger engagements.
When Your Key Contacts Change
If any of your key contacts change during the project (e.g. your Project Lead leaves or goes on leave), please inform your Progressive Robot Project Manager immediately. Gaps in client-side communication are one of the most common causes of project delays.