--- title: "Who Does What: Roles on Your Team and Ours" description: A smooth engagement depends on clear roles. Here's who does what on the BrightReach side and what we need owned on yours. --- [Skip to content](https://support.brightreachgroup.com/knowledge-base/roles-who-does-what#main-content) English Show submenu for translations [![Brightreach Group LOGO](https://support.brightreachgroup.com/hs-fs/hubfs/Brightreach%20Group%20LOGO.png?width=200&height=200&name=Brightreach%20Group%20LOGO.png)](https://www.brightreachgroup.com/?hsLang=en) - [Home](https://www.brightreachgroup.com/) - [ClientReach Portal](https://support.brightreachgroup.com/ClientReach-Portal) - [Billing Portal](https://www.brightreachgroup.com/billing) - [Trust Center](https://www.brightreachgroup.com/trust) Open main navigation Close main navigation - [Home](https://www.brightreachgroup.com/) - [ClientReach Portal](https://support.brightreachgroup.com/ClientReach-Portal) - [Billing Portal](https://www.brightreachgroup.com/billing) - [Trust Center](https://www.brightreachgroup.com/trust) - English Show submenu for translations - [Submit Support Ticket](https://s009g.share.hsforms.com/2NCREhpvGTXCH3ipSMtWoyg) [Submit Support Ticket](https://s009g.share.hsforms.com/2NCREhpvGTXCH3ipSMtWoyg) How can we help? - There are no suggestions because the search field is empty. 1. [BrightReach Group Support](https://support.brightreachgroup.com/?hsLang=en) 2. [Working With BrightReach](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en) 3. [How We Work](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#how-we-work) # Who Does What: Roles on Your Team and Ours ## Clear roles prevent dropped work. Here's who owns what on both sides. Dropped work almost always traces back to unclear ownership, everyone assumed someone else had it. So we're explicit about who does what, on both sides, from the start. Here's the general shape; we'll tailor the specifics to your engagement at kickoff. ## On our side - **Your lead.** Your main point of contact and the person accountable for the engagement overall. When you're not sure who to ask, ask them. - **The build team.** The people doing the hands-on work, configuring HubSpot, shaping data, wiring up processes and automations. - **Specialists as needed.** Depending on your project, we bring in the right expertise for specific areas, so the person doing each piece of work actually specializes in it. ## On your side - **The decision-maker.** One person who can set direction and make calls. This is the single most important role you fill, because a build with no one to decide stalls fast. - **The process owners.** The people who actually run the workflows we're touching. They're the source of truth on how things really work and the ones whose buy-in makes adoption stick. - **The access owner(s).** Whoever controls your HubSpot, domains, and data, so we can get set up without chasing permissions. ## Why we name roles up front When roles are clear, questions go to the right person and get answered fast, decisions don't languish, and nothing falls between the cracks. When they're fuzzy, the opposite happens, and the project pays for it in delays. Ten minutes of clarity at kickoff saves weeks of confusion later. ## Roles can flex One person can wear several of these hats, especially in a smaller company, and that's fine. What matters isn't the number of people, it's that every responsibility has a clear owner. If a role is unassigned or unclear as the project goes on, we'll flag it, because an unowned responsibility is a problem waiting to happen. - [How-To Guides](https://support.brightreachgroup.com/how-to-guides?hsLang=en#main-content) - [Deals & Pipeline](https://support.brightreachgroup.com/how-to-guides?hsLang=en#deals-pipeline) - [Email & Meetings](https://support.brightreachgroup.com/how-to-guides?hsLang=en#email-meetings) - [Reports](https://support.brightreachgroup.com/how-to-guides?hsLang=en#reports) - [Getting Started](https://support.brightreachgroup.com/how-to-guides?hsLang=en#getting-started) - [Lists & Views](https://support.brightreachgroup.com/how-to-guides?hsLang=en#lists-views) - [The Basics](https://support.brightreachgroup.com/how-to-guides?hsLang=en#the-basics) - [User Support](https://support.brightreachgroup.com/user-support?hsLang=en#main-content) - [FAQs](https://support.brightreachgroup.com/user-support?hsLang=en#faqs) - [Troubleshooting](https://support.brightreachgroup.com/user-support?hsLang=en#troubleshooting) - [Getting Help](https://support.brightreachgroup.com/user-support?hsLang=en#getting-help) - [Working With BrightReach](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#main-content) - [About BrightReach](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#about-brightreach) - [How We Work](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#how-we-work) - [Onboarding & Kickoff](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#onboarding-kickoff) - [Our Method](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#our-method) - [FAQs](https://support.brightreachgroup.com/working-with-brightreach?hsLang=en#faqs) - [Your HubSpot System](https://support.brightreachgroup.com/your-hubspot-system?hsLang=en#main-content) - [Users & Access](https://support.brightreachgroup.com/your-hubspot-system?hsLang=en#users-access) - [Data & Hygiene](https://support.brightreachgroup.com/your-hubspot-system?hsLang=en#data-hygiene) - [Training & Adoption](https://support.brightreachgroup.com/training-adoption?hsLang=en#main-content) - [Reference](https://support.brightreachgroup.com/training-adoption?hsLang=en#reference) - [Approach](https://support.brightreachgroup.com/training-adoption?hsLang=en#approach) - [Servicing Your Customers](https://support.brightreachgroup.com/servicing-your-customers?hsLang=en#main-content) - [Setting It Up](https://support.brightreachgroup.com/servicing-your-customers?hsLang=en#setting-it-up) - [Day to Day](https://support.brightreachgroup.com/servicing-your-customers?hsLang=en#day-to-day) - [Choosing Your Setup](https://support.brightreachgroup.com/servicing-your-customers?hsLang=en#choosing-your-setup) - [Security & Compliance](https://support.brightreachgroup.com/security-compliance?hsLang=en#main-content) - [HubSpot & HIPAA](https://support.brightreachgroup.com/security-compliance?hsLang=en#hubspot-hipaa) - [HIPAA & Data Protection](https://support.brightreachgroup.com/security-compliance?hsLang=en#hipaa-data-protection) [![](https://support.brightreachgroup.com/hs-fs/hubfs/BRG%20LOGO%202x1.png?width=500&height=250&name=BRG%20LOGO%202x1.png)](https://www.brightreachgroup.com?hsLang=en) BrightReach Group Help Desk End User Support: [usersupport@brightreachgroup.com](mailto:usersupport@brightreachgroup.com)Client Support: [clientrequests@brightreachgroup.com](mailto:clientrequests@brightreachgroup.com) Phone: (888) 434-2894 Hours: M-F 8am - 6pm Eastern Copyright © 2026,